Bristow & Sutor – Concerns Regarding Enforcement Process and Vulnerability Handling
This review relates to an enforcement matter involving Mr R (identity withheld for privacy reasons).
The case has been escalated to Derby City Council and the Enforcement Conduct Board due to documented concerns regarding procedural handling and statutory compliance.
Key issues raised include:
Enforcement action proceeding on 1 July 2025 despite written communication dated 27 June 2025 indicating the case was on hold.
Application of a £425 compliance fee after vulnerability had been communicated in writing.
Correspondence referencing the potential for a County Court Judgment, which has since been subject to regulatory scrutiny.
Concerns regarding complaint handling and whether internal procedures and vulnerability safeguards were properly applied.
The Head of Complaints previously stated that where systemic issues arise, recommendations for service improvement would be made. However, no communicated outcome of any systemic review has been provided in this case.
The matter is currently under formal review through the Enforcement Conduct Board’s Decision Review Process and has been referred to the Director of Policy and Oversight for consideration.
This review is intended to share a documented experience and raise awareness about the importance of proper hold procedures, vulnerability protections, accurate communication of enforcement powers, and transparent complaint handling.
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Bristow & Sutor is a leading provider of debt resolution services for local authority and public sector clients. We have a proven track record in delivering outstanding service and driving excellent results, in an efficient and ethical way.
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