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) 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.
Making a Complaint
- Email: office@ukbailiffs.org
- Post: Compliance Manager, 223 Bacup Road, Rawtenstall, BB4 7PA
- Phone: 0330 1331818
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 full written response within 5 working days of acknowledging your complaint. If we require more time, we will advise you of this with an estimated date of response.
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 complaints about certificated enforcement agents, you may apply to the relevant court via the MoJ Register.
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.
