Policies
Complaints Policy - How UK Bailiffs deals with errors
Policy Overview
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) guidance, 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.
Important: Making a complaint does not automatically cancel an underlying debt, reverse a court order, or determine legal liability. However, where a complaint indicates a safeguarding issue, a serious procedural concern, or a risk of unlawful action, we may place the matter on hold while we review the facts and request further information.
Making a Complaint
Complaints can be made by email, post, or telephone. To help us investigate promptly, please include your reference (if known), the address involved, the date(s) of the issue, and any supporting evidence (photos, screenshots, letters, or emails).
If you consider yourself vulnerable or require reasonable adjustments to communicate with us (for example due to disability, health, language needs, or personal circumstances), please tell us so we can take that into account during our review.
- Email: help@ukbailiffs.org
- Post: Compliance Manager, 223 Bacup Road, Rawtenstall, BB4 7PA
- Phone: 0330 133 1818
Complaints Procedure
- Step 1: We will acknowledge receipt of your complaint within 2 working days.
- Step 2: Your complaint will be assigned to a senior member of staff who was not directly involved in the matter. They will review the facts and any supporting evidence.
- Step 3: We will provide a written response within 5 working days of acknowledging your complaint. If we require more time due to the need to obtain records, statements, or further information, we will advise you and provide an estimated date of response.
What we may review during an investigation
- Instruction details and the basis for any action taken.
- Notices issued and correspondence sent (including dates/times where available).
- Attendance notes, internal logs, photographs, and other operational records (where available).
- Fees and charges applied and the applicable terms and fee basis in force at the time (where relevant).
- Any vulnerability information provided and any reasonable adjustments considered.
Possible outcomes
Depending on our findings, outcomes may include an explanation or clarification, correction of records, confirmation that procedures were followed, an apology where appropriate, staff or agent coaching, process improvement, and/or a fee adjustment or refund where justified. Not all complaints result in a finding of fault.
Escalation Options
If you are not satisfied with our response, you may contact the Enforcement Conduct Board (ECB) (for enforcement matters from 1 Jan 2025 onwards). For earlier actions, or where the ECB is not the appropriate route, complaints about certificated enforcement agents may be made to the relevant court using the EAC2 process (certificate fitness).
Certificate complaints (EAC2) and the MoJ register
If your complaint relates to the fitness of an individual certificated enforcement agent to hold a certificate, the appropriate route may be an application to the relevant court using Form EAC2. This is a disciplinary process about certification.
You can check certificate details on the Ministry of Justice register: certificatedbailiffs.justice.gov.uk.
Confidentiality & Record-Keeping
- All complaints are treated confidentially in line with UK GDPR and our Privacy Policy.
- Complaint records are retained for a minimum of 6 years.
Note: This complaints process is designed to review service and conduct concerns. It does not provide legal advice, determine civil liability, or replace any legal rights or remedies. Where matters become subject to formal legal proceedings or insurance notification, they may be handled through the appropriate legal or claims process. Policy version: 1.3 Last reviewed: December 2025 - In the event of discrepancy, the website version prevails
Complaints – Frequently Asked Questions
Does making a complaint stop enforcement action?
Making a complaint does not automatically stop enforcement action or cancel an underlying debt. However, where a complaint raises safeguarding concerns, serious procedural issues, or potential unlawfulness, enforcement action may be paused while the matter is reviewed.
Can fees or charges be removed while a complaint is being reviewed?
Fees and charges are applied in accordance with the relevant regulations and terms in force at the time. Where a complaint raises a genuine dispute about fees, this will be reviewed as part of the complaints process. Not all complaints result in fees being adjusted or removed.
Will making a complaint affect my legal rights?
No. Our complaints process reviews service and conduct concerns only. It does not determine legal liability, invalidate court orders, or replace any legal rights or remedies available to you.
What if my complaint relates to an individual enforcement agent?
Complaints about the fitness of an individual certificated enforcement agent to hold a certificate may be made to the relevant court using the EAC2 process. This is a disciplinary procedure concerning certification and does not award compensation.
What information do you need to investigate a complaint?
We may review instructions received, notices and correspondence sent, attendance notes, internal records, photographs or other evidence (where available), and the applicable fees or terms in force at the time. Providing clear details and supporting information helps us review complaints more efficiently.
Can I complain on behalf of someone else?
Yes, but we may require written authority or confirmation that you are entitled to act on their behalf before we can discuss case-specific information, in line with data protection requirements.
What if my complaint includes allegations of vulnerability or safeguarding issues?
Where vulnerability or safeguarding concerns are raised, these will be taken seriously and considered as part of our review. This may include placing the matter on hold while relevant information is assessed or further clarification is requested.
What happens if I involve a solicitor or send a legal letter?
If we receive correspondence from a solicitor or a formal legal letter, the matter may be reviewed separately from the complaints process and, where appropriate, referred through our legal or insurance channels. Acknowledgement will usually be provided while the matter is assessed.
Will you provide legal advice as part of the complaints process?
No. We can explain our procedures, actions taken, and relevant documentation, but we do not provide legal advice or interpret legal rights through the complaints process.
