Complaints Policy

UK Bailiff Services Ltd

Effective Date: 6 March 2025
Website: www.ukbailiffs.co.uk 


At UK Bailiff Services Ltd, we are committed to providing a professional, transparent, and fair service as certificated enforcement agents. We take all complaints seriously and aim to resolve them efficiently and impartially in line with the Enforcement Conduct Board (ECB) standards and the Ministry of Justice (MoJ) guidelines, including the Taking Control of Goods: National Standards (2014). This policy outlines our procedure for handling complaints about our services or the conduct of our enforcement agents.


Our Commitment


We strive to: 


  • Treat all complainants with respect, fairness, and sensitivity. 
  • Investigate complaints thoroughly and impartially. 
  • Resolve issues promptly within the timescales outlined below. 
  • Adhere to the professional values and standards set by the ECB and MoJ guidelines. 
  • Continuously improve our services based on feedback received.


What This Policy Covers


This policy applies to complaints regarding: 

  • The conduct or behaviour of our enforcement agents. 
  • The enforcement process, including visits, notices, or fees charged. 
  • Any perceived breaches of the Taking Control of Goods: National Standards or other legal requirements.

Note: This policy does not cover disputes about the validity of the debt itself or the creditor’s decision to pursue enforcement action. Such matters should be raised directly with the creditor (e.g., local authority, court, or other instructing party).


How to Make a Complaint


We encourage you to submit your complaint in writing for clarity and accuracy. However, complaints can also be made verbally. You can contact us via: 


  • Email: office@ukbailiffs.org 
  • Post: Compliance Manager, UK Bailiff Services Ltd, 223 Bacup Road, Rawtenstall, BB4 7PA 
  • Telephone: 0330 1331818


When making a complaint, please provide: 


  • Your full name and contact details. 
  • Details of the enforcement action (e.g., reference number, date of visit). 
  • A clear description of your complaint, including any supporting evidence (e.g., letters, photos).


If you need assistance with submitting a complaint, you may ask a friend, family member, or an advice agency (e.g., Citizens Advice) to help you.


Our Complaints Procedure


Step 1: Acknowledgement


  • We will acknowledge receipt of your complaint within 2 working days. 
  • You will receive a written confirmation (via email or post) with a reference number and the name of the person handling your case.


Step 2: Investigation


  • Your complaint will be assigned to a senior member of staff who was not directly involved in the matter. 
  • We will review all relevant details, including enforcement agent reports, correspondence, and any evidence you provide. 
  • If necessary, we may contact you for additional information to ensure a fair investigation.


Step 3: Response


  • We will provide a full written response within 5 working days of acknowledging your complaint. 
  • This response will include: 


  • The outcome of our investigation. 
  • Any actions we have taken or plan to take (e.g., an apology, fee adjustment, or staff retraining). 
  • Information on next steps if you remain dissatisfied.



  • If we cannot meet this timescale due to complexity, we will inform you and provide an estimated resolution date.


Procedures We Will Follow When Dealing with a Complaint


To ensure complaints are handled fairly, consistently, and in compliance with ECB and MoJ guidelines, we will follow these steps: 


  • Logging the Complaint: 


  • Every complaint received (written or verbal) will be logged in our secure complaints register with a unique reference number, the date received, and the complainant’s details.


  • Initial Assessment: 


  • The Compliance Manager will review the complaint to determine its nature and urgency, identifying whether it involves potential vulnerability, misconduct, or a breach of regulations. 
  • If the complaint suggests immediate risk (e.g., to a vulnerable person), we will prioritise it and take interim action if necessary (e.g., suspending enforcement activity pending investigation).


  • Evidence Gathering: 


  • We will collect all relevant documentation, including enforcement notices, payment records, and correspondence. 
  • Where applicable, we will obtain statements or body-worn camera footage from the enforcement agent(s) involved. 
  • We will consider any evidence provided by the complainant (e.g., photos, letters, or witness statements).


  • Independent Review: 


  • The investigation will be conducted by a senior staff member independent of the original enforcement action to ensure impartiality. 
  • We will assess compliance with the Taking Control of Goods: National Standards, including rules on reasonable conduct, fee transparency, and treatment of vulnerable individuals.


Resolution and Action: 


  • If the complaint is upheld, we will take appropriate action, which may include: 


  • Issuing a formal apology. 
  • Refunding or adjusting fees if incorrectly charged. 
  • Retraining or disciplining staff as needed. 
  • Reviewing our processes to prevent recurrence.
  • If the complaint is not upheld, we will provide a clear explanation of our findings, supported by evidence.


Communication: 


  • All correspondence will be clear, jargon-free, and respectful. 
  • We will offer to discuss the outcome with you by phone if requested, in addition to providing a written response.


Monitoring and Learning: 


  • We will analyse complaint trends to identify areas for improvement in our operations or staff training. 
  • Outcomes will be reported internally to senior management to ensure accountability and continuous improvement.


Our Standards


In handling complaints, we adhere to: 


  • ECB Standards for Agents: Ensuring professional conduct, fairness, and accountability. 
  • MoJ National Standards: Including guidelines on vulnerability, reasonable conduct, and transparency in fees. 
  • Legislative Requirements: Such as the Tribunals, Courts and Enforcement Act 2007 and the Certification of Enforcement Agents Regulations 2014.


We will pay particular attention to cases involving vulnerable individuals, as defined by the National Standards (e.g., those with disabilities, serious illness, or financial hardship). If you consider yourself vulnerable, please let us know so we can tailor our approach accordingly.


If You Are Not Satisfied


If you are unhappy with our response, you can escalate your complaint to the Enforcement Conduct Board (ECB), provided we are an accredited member firm. The ECB oversees complaints about enforcement agents and firms from 1 January 2025 onwards. 

To contact the ECB: 



Note: The ECB will only consider complaints after you have completed our internal process and if the enforcement action occurred on or after 1 January 2025. For earlier cases, you may need to contact the creditor or seek legal advice. 


Alternatively, if your complaint involves a certificated enforcement agent and you believe their conduct warrants further action, you can apply to the court that issued their certificate (listed on the MoJ’s Certificated Bailiff Register: certificatedbailiffs.justice.gov.uk). The court may revoke their certificate or order compensation if appropriate. 

For free advice, you may also contact: 



Confidentiality and Record-Keeping


  • All complaints are treated confidentially, and your personal information will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and our Privacy Policy (available at www.ukbailiffs.co.uk/privacy). 
  • We retain records of complaints for a minimum of 6 years to comply with regulatory requirements and improve our services.


Contact Us


For any questions about this policy or the complaints process, please contact: 

  • Compliance Manager 
  • Email: office@ukbailiffs.org 
  • Phone: 0330 1331818 
  • Post: Compliance Manager, UK Bailiff Services Ltd, 223 Bacup Road, Rawtenstall, BB4 7PA


We value your feedback and are committed to resolving issues fairly and promptly. 


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