Complaints

Making a Complaint about a CIVEA member

The CIVEA Code of Conduct has been replaced by the Enforcement Conduct Board's Standards for Enforcement Firms. The Enforcement Conduct Board (ECB) is now the body responsible for investigating complaints about CIVEA members.

If you wish to complain about a CIVEA member, you must first follow the enforcement firm's own complaints procedure. You will need to provide evidence that you have done so before the ECB can consider your complaint. For further details on how to complain please visit: How to complain - enforcementconductboard.

You can also email the ECB at: complaints@enforcementconductboard.org or post a complaint to: Enforcement Conduct Board, PO Box 7956, Wolverhampton, WV1 9US.

CIVEA cannot stop enforcement action. Only the creditor, such as the local authority or government department that asked the enforcement company or agent to act, can cancel a warrant or court order, or tell the enforcement company not to continue.

CIVEA cannot give debt advice, legal advice or investigate individual complaints about enforcement action. If you need help with an enforcement company or agent, or you need support to make a complaint, you can contact a local or national advice organisation. You may also want to get independent legal advice.

Here are some simple tips for making a complaint.

• It is usually best to put your complaint in writing. This gives you a clear record of what you have said. If writing a complaint feels difficult, you could ask a friend, family member, carer or advice organisation to help you. If you complain by phone, make a note of the date and time of your call and the name of the person you spoke to.
• If you write your complaint, put "Complaint" at the top. Include your reference or account number if you have one, as well as your name and address.
• Explain what happened clearly and in date order. Say why you are unhappy and what you would like the company to do. Try to keep your complaint short and focused.
• Send copies of any paperwork that supports your complaint. Keep copies of anything you send and any replies you receive, in case you need them later.