Our work

Our Code of Practice

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:

• Ensure individuals and firms undertake civil enforcement activities professionally and lawfully;
• Maintain the integrity of taxation and judicial processes by ensuring the effectiveness of court-sanctioned enforcement processes;
• Ensure civil enforcement agents are able to operate effectively and efficiently in undertaking their statutory responsibilities.

The Panel is made up of four independent experts:

• Dr Wendy Kennett (Lecturer, Law School, Cardiff University);
• Caroline Wells (Vulnerable customer champion/Complaints adjudication expert);
• Dave Pickering (Former CEO of Lending Standards Board and compliance specialist);
• Sheila Harding (Industry expert and founder of Bailiff Advice Online)