Complaints process is fair and robust, says Civil Enforcement Association

Responding to Citizens Advice claims that agents are breaking rules and people cannot complain, Russell Hamblin-Boone, chief executive of the Civil Enforcement Association, said: “Once again, Citizens Advice has undermined an on-going government consultation with some poor quality research largely based on the views of 14 advisers and 15 clients. The facts are that the industry complaints process is fair and robust. It involves listening back to calls from customers, reviewing video footage and even interviewing agents. The local authority is often also consulted. After this highly detailed investigation we frequently find that people are not complaining about the agent but about the debt.”

“A visit by an enforcement agent is always the last resort. To receive a visit, you must have ignored final demands, emails, phone calls and texts. Although complaint levels remain low, we have been developing a new, improved complaints process with a stronger element of independence and expertise, which will give further confidence to any who registers a complaint.”