We treat complaints seriously, investigate fairly and use the lessons to improve how we work.
Policy status: revised draft 11 October 2026 · proposed version 1.4. Publication is subject to management approval and implementation of the procedure.
Email help@ukbailiffs.org
· Telephone 0330 133 1818
Compliance Manager, UK Bailiff Services Ltd, 223 Bacup Road, Rawtenstall, BB4 7PA
We aim to acknowledge complaints within two working days.
UK Bailiff Services Ltd (trading as UK Bailiffs) aims to deal with complaints fairly, promptly and without disadvantaging anyone for raising a concern. We examine the evidence, explain decisions and correct mistakes when identified. Our complaints process does not remove any legal rights or replace the relevant court or creditor procedure.
A person affected by our work, their authorised representative, an instructing client or another directly affected party may raise a concern. We can make reasonable adjustments and provide accessible ways to communicate. Authorisation may be necessary before sharing personal information with a representative.
We aim to acknowledge complaints within two working days. At acknowledgement, we will explain whether the matter is suitable for informal resolution or requires formal investigation, who will handle it and the likely next steps. Serious conduct, safety, discrimination, safeguarding or disputed evidence matters may go straight to formal investigation. The complainant may request formal consideration.
For concerns suitable for prompt clarification or practical correction, we aim to resolve the matter within five working days from acknowledgement. We will normally confirm the outcome in writing, unless there is a good reason not to. If the issue is not resolved informally, it will be considered under the formal stage; cases need not go through the informal stage first.
Formal complaints are allocated to an appropriate person not directly involved in the incident, wherever practicable. We review relevant instructions, notices, correspondence, attendance reports, communications, footage where available and lawfully accessible, fees, vulnerability information and other evidence. We aim to complete the formal consideration within 20 working days from acknowledgement of the complaint, in line with ECB guidance; where informal resolution was attempted, we will explain the formal-stage timeline when escalating the case. If the deadline cannot reasonably be met, we will explain why, provide an update and give a revised expected response date.
We will explain the issues considered, what evidence was reviewed, our findings, reasons for the decision and any remedy or improvement. Where appropriate, remedies may include an apology, correction of records, fee adjustment or refund, agent coaching, additional training or changes to procedure. We will confirm how to escalate an unresolved complaint.
Where the complaint concerns enforcement activity within the ECB remit and is not resolved through our process, the complainant can approach the Enforcement Conduct Board at https://enforcementconductboard.org/complaints-policy/. The ECB considers eligible complaints concerning activity from 1 January 2025 onward. Other routes may include the instructing creditor, appropriate public services ombudsman, or an EAC2 application to the court about an individual enforcement agent’s fitness to hold a certificate. We can explain these routes but cannot give legal advice.
Making a complaint does not automatically suspend enforcement, cancel a debt or invalidate a notice. We will urgently consider any credible claim of unlawful conduct, serious procedural error, safeguarding concern or vulnerability and whether an interim hold or other protective step is warranted. Where the work is controlled by an instructing client, we will consult that client as appropriate.
Complaints and evidence are access-controlled and handled according to UK GDPR, our privacy policy and documented retention rules. Relevant recordings and case records should be preserved when a complaint or reasonably anticipated dispute arises. We maintain a complaints log, monitor themes, record corrective actions and periodically review outcomes. Information is shared externally only where justified and lawful.
Privacy: https://www.ukbailiffs.co.uk/privacy; data subject access: https://www.ukbailiffs.co.uk/data-subject-access; BWV requests: https://www.ukbailiffs.co.uk/body-worn-video-policies; ECB guidance: https://enforcementconductboard.org/complaints-policies-and-guidance/
UK Bailiff Services Ltd (trading as UK Bailiffs). Document owner: Compliance Manager. Next review: October 2027 or sooner following regulatory or procedural change.
We want complaints to be straightforward to raise and fairly reviewed. These answers explain what happens when you contact us, what our complaints procedure can consider and where to obtain independent help.
Making a complaint does not automatically suspend lawful enforcement action or cancel an underlying debt. However, we assess complaints that identify a potential legal or procedural error, immediate risk or safeguarding concern, and consider whether action should be paused or changed while the matter is investigated. Where another organisation controls the instruction, we may need to refer the issue to it promptly.
We will review concerns about fees that we or our agents have applied, including whether they were properly incurred and recorded. If we identify an error within our responsibility, we will take appropriate corrective action and, where necessary, liaise with the instructing organisation. A complaint does not automatically remove fees. Some disputes about legal liability or the amount owed may need to be addressed with the creditor or through a separate legal process.
Our complaints procedure does not replace legal proceedings or any statutory right of appeal or challenge. It does not itself decide whether a debt, court order or enforcement authority is valid. Important legal deadlines may continue to run while a complaint is investigated, so obtain independent legal advice promptly if you need to challenge a legal decision or protect a deadline.
We can investigate complaints about the conduct of agents working on our instructions. Separately, where the concern calls into question whether a certificated enforcement agent is fit to hold their certificate, you may make a complaint to the relevant County Court using Form EAC2. The court has powers that can include cancelling a certificate or ordering compensation in appropriate circumstances. The court procedure is distinct from our complaints process and may carry potential costs consequences.
Please provide your name, an appropriate way to contact you, any case reference, the date and location of the incident, what happened, why you are dissatisfied and what outcome you are seeking. We may review instructions, notices, correspondence, attendance records, photographs and lawfully accessible body-worn video where available. You do not have to use legal language to make a complaint, and we can discuss reasonable adjustments if you need assistance.
Yes. A family member, friend, representative or advice organisation can help someone make a complaint. We may ask for appropriate authority before sharing personal or case-specific information. We will not use an unnecessary documentation requirement to prevent an initial concern or urgent safeguarding matter from being raised.
Tell us as soon as possible about any disability, illness, communication difficulty, caring responsibility, immediate safety concern or other circumstance relevant to how enforcement may affect someone. We will consider the information promptly, make appropriate reasonable adjustments, and assess whether enforcement should be changed, referred back to the instructing organisation or paused. We may request further information where necessary, but will not assume that every person has the same needs.
You may seek legal advice or representation at any time. A formal legal claim or pre-action letter may need handling through a separate legal or insurance process, but raising a legal issue does not automatically prevent us from considering relevant service or conduct concerns. We will explain the appropriate contact route and any limits on what we can address through the complaints procedure.
No. We can explain our role, our procedures, the records we hold and the outcome of our review, but we cannot act as your legal adviser. For independent advice about debt, enforcement or legal rights, you may contact Citizens Advice, National Debtline or a qualified legal adviser.
If your complaint concerns enforcement activity by UK Bailiffs or its agents within the Enforcement Conduct Board's remit, you may refer an unresolved complaint to the Enforcement Conduct Board (ECB). The ECB advises people to complain within three months of becoming aware of the issue or within one month of the firm's final response. Its eligibility rules apply, including the date of the enforcement activity and whether the relevant firm is accredited. Other routes of challenge may also be available depending on the circumstances.
Contact our team at help@ukbailiffs.org or call 0330 133 1818. Please tell us if your concern involves an immediate safety or safeguarding risk.
