All CIVEA members are required to comply with a Code of Practice.

In September 2019, we introduced a new strengthened Code which exceeds the statutory requirements and the National Standards.

A compliance framework ensures that firms comply with the Code. This includes an independent audit of company policies, monitoring calls and observing agents in the field. The process is overseen by an independent panel of experts.

The Compliance, Adjudication and Review of Enforcement Panel (CARE) objectives are:

The Panel is made up of four independent experts:

0844 893 3922


PO Box 745

If you wish to make a complaint against a member of CIVEA, please go to our complaints page and follow the procedure detailed there. Your email will be acknowledged within 5 working days.

CIVEA is unable to discuss complaint matters over the telephone and complaints should be sent in writing. This is to ensure that the details of your complaint are accurately recorded and understood which makes it easier in addressing your complaint thoroughly. Please advise if you have a disability, so that we can make reasonable adjustments.

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