We receive thousands of complaints and enquiries every year through our partners the Citizens Advice and from other various agencies. We prioritise the most serious cases where we may take action and use the others to help us to plan prevention work.
We look at a number of factors to help us to decide on which cases we will take action. We recognise that while most people want to comply with legal requirements, some will operate outside the law (both intentionally and unintentionally).
We have a wide range of options available to us from giving advice to a business about their legal obligations and providing a timescale for compliance, through to investigating businesses with a view to legal action. When we investigate a matter we must be sure that there is enough evidence to use in court and that the investigation would be in the public interest. This may result in issuing a Caution, seeking injunctions or full prosecution.
All enforcement work is carried out in accordance with our Enforcement Policy.