Public Services Ombudsman for Wales and Enforcement Conduct Board agree memorandum of understanding over complaints handling

The Enforcement Conduct Board provides independent oversight of the enforcement industry to ensure people subject to enforcement action across England and Wales are treated fairly.

The PSOW meanwhile investigates complaints about injustice caused by maladministration or service failure, including those involving enforcement firms and agents employed or contracted by local authorities in Wales.

Under the MoU, the organisations will “cooperate more closely and share information appropriately and securely, with the aim of making it easier for people to be directed to the right organisation when raising complaints”.

The intention is that this cooperation will help improve access to justice for individuals concerned about enforcement activity and support better standards across the sector in Wales, they added.

Michelle Morris, the Public Services Ombudsman for Wales, said: “We know that navigating the complaints process can be daunting, especially for people already experiencing the stress of enforcement action. This agreement is about making that journey simpler, more joined-up, and more responsive. By working more closely with the Enforcement Conduct Board, we can help ensure people get to the right place more quickly and that concerns about enforcement agents are handled fairly and effectively.”

Chris Nichols, CEO of the Enforcement Conduct Board, said: “This agreement marks a really positive step forward for people experiencing enforcement action in Wales. It will make it simpler to raise concerns about poor practice and ensure people receive a swift and appropriate resolution. We look forward to working with the PSOW to ensure consistently high standards across enforcement in Wales.”