Fair Treatment of debtors and People Subject to Enforcement

Fair treatment throughout every instruction

Fair treatment is not limited to what happens during an enforcement visit. It begins when an instruction is assessed and continues through written communication, telephone contact, attendance, payment handling, complaints and the closure of the case.

Who this policy protects

This policy applies to clients, debtors, occupiers, tenants, business owners, employees, family members, representatives, vulnerable people, witnesses and third parties affected by our work.

References to a “customer” in this policy are deliberately broad. The term does not suggest that every person has a contractual relationship with UK Bailiffs.

Which services it covers

The policy covers debt enforcement, taking control of goods, commercial rent arrears recovery, possession and property work, notices, process serving and other operational services undertaken by UK Bailiffs.

The precise legal powers, procedures and remedies available depend on the individual instruction. Fair treatment does not alter or remove a lawful obligation, notice or enforcement power.

Fair does not always mean the same outcome. It means listening, considering relevant circumstances, communicating clearly and making a lawful, evidence-based and proportionate decision.

Six fair-treatment principles

These principles guide operational decisions, communications and the conduct expected from everyone working for or on behalf of UK Bailiffs.

1. Fairness is part of our culture

   Directors, managers, office staff and field agents are expected to consider fair treatment when planning, approving and carrying out work.

2. Clear information

   We aim to explain who we are, why contact is being made, the authority relied upon and what the person should do next.

3. Individual circumstances

   Relevant disputes, payments, communication needs, welfare concerns and evidence are considered rather than dismissed automatically.

4. Proportionate action

   Decisions and resources should be appropriate to the legal authority, circumstances, known risks and legitimate objective of the instruction.

5. Dignity and respect

   We do not tolerate discrimination, harassment, humiliation, unnecessary confrontation or deliberate misrepresentation of an agent’s authority.

6. No unreasonable barriers

   People must be able to communicate relevant information, request appropriate adjustments, provide evidence and use our complaints procedure.

How TCF principles inform our work

UK Bailiffs uses Treating Customers Fairly as an operational principle. Where a particular regulatory regime applies, we comply with its requirements. In other areas, we voluntarily apply equivalent fair-customer outcomes wherever they are relevant to the service.

What customers should expect

• Fair treatment embedded within our working culture.
• Services administered for a clear and legitimate purpose.
• Information that is timely, understandable and not misleading.
• Relevant circumstances considered before operational decisions are made.
• Service delivered consistently with the authority and information provided.
• No unreasonable obstacle to contact, evidence, payment, complaint or review.

Information not personal legal advice

We will explain our role, the reason for contact and the options available to us. We will not present operational information as independent legal or financial advice.

A person who needs advice about liability, court proceedings, housing, insolvency or personal finances should obtain independent professional or debt advice.

Find independent support

National Standards and ECB Standards

Our enforcement work is governed first by the applicable law. Published professional standards explain the conduct expected when that legal authority is exercised.

National Standards for Enforcement Agents

The Ministry of Justice published the National Standards in 2014 for enforcement agents, enforcement businesses and creditors involved in taking control of goods in England and Wales.

The standards address matters including:

• ethical and professional conduct;
• clear identification and explanation of authority;
• permitted attendance times and lawful entry;
• the handling and control of goods;
• confidentiality and avoiding unnecessary embarrassment;
• recognising and responding to vulnerability; and
• accessible complaints and disciplinary procedures.

The National Standards are non-binding guidance. They supplement rather than replace legislation, court orders, contracts, codes of practice or local agreements.

Read the National Standards on GOV.UK

Enforcement Conduct Board Standards

The Enforcement Conduct Board published its Standards in October 2024 and they took effect in January 2025. Compliance is a condition of ECB accreditation.

The ECB Standards build upon the National Standards by covering:

• the conduct of individual enforcement agents;
• the governance and oversight of enforcement firms;
• office, contact-centre and frontline communications;
• body-worn video and modern enforcement practices;
• quality assurance, records and management oversight;
• fairness, proportionality and consistent outcomes; and
• complaints, learning and accountability.

UK Bailiffs applies the standards relevant to its ECB accreditation alongside the National Standards and the applicable legal framework.

Read the ECB Standards

ECB vulnerability standards: the ECB published separate Vulnerability and Ability to Pay Standards in March 2026. They are due to take effect in January 2027. UK Bailiffs will review this policy and its procedures as those standards are implemented.

How we apply fair treatment in practice

Relevant information can arise before, during or after attendance. Decisions must be recorded and escalated where the circumstances require management or client involvement.

1. Assess

   Review the instruction, authority, known risks, information supplied by the client and any known welfare concerns.

2. Explain

   Identify ourselves, explain the purpose of contact and communicate what is required in a calm and understandable way.

3. Listen

   Consider relevant disputes, payments, evidence, communication needs, vulnerability and other material circumstances.

4. Decide and record

   Take, adjust, pause or escalate action as appropriate and document the information and reasoning supporting the decision.

Our personnel must

• Act only within their lawful authority and instructions.
• Carry and show appropriate identification.
• Avoid exaggerating their powers or possible consequences.
• Communicate professionally, including when challenged.
• Protect confidential and personal information.
• Use only lawful and proportionate force where any force is permitted.
• Record material incidents, disputes and welfare concerns.
• Seek guidance where authority or the appropriate response is unclear.

We do not accept

• Threats that cannot lawfully be carried out.
• Deliberate humiliation or unnecessary embarrassment.
• Discrimination or derogatory language.
• Pressure to borrow money or use a particular lender.
• Refusal to consider clearly relevant evidence.
• Disclosure of case information to an unauthorised person.
• Retaliation against someone for raising a genuine concern.
• Instructions requiring unlawful or materially misleading conduct.

Individual assessment not automatic assumptions

Vulnerability may be permanent, temporary, obvious, hidden or caused by a combination of circumstances. The relevant question is how the circumstances affect a person’s ability to understand, communicate, make decisions, pay where payment is relevant, or engage safely.

Possible responses

• Using a preferred or more accessible communication method.
• Allowing reasonable time to understand information.
• Involving an authorised representative or interpreter.
• Moving a conversation away from public view.
• Seeking additional instructions from the office or client.
• Adjusting, pausing or withdrawing from attendance where appropriate.
• Making an urgent welfare or safeguarding referral where justified.
• Recording the concern and the action taken.

Ability to pay

In cases involving payment, we will consider relevant information about financial difficulty within the authority available to us. An agent may not have authority to agree a particular arrangement or alter the underlying liability.

A payment proposal, dispute or vulnerability disclosure does not, by itself, establish that the debt or instruction is cancelled. We assess the information promptly and apply any hold, adjustment or referral required by applicable law, standards or an immediate safety concern. Decisions outside our authority are referred to the responsible decision-maker.

We will not encourage a person to take out further borrowing to pay an enforcement debt.

Our Vulnerability and Ability to Pay Policy sets out the detailed approach to affordability and sustainable arrangements for debt enforcement within the ECB’s remit. It is prepared for approval and implementation ahead of January 2027. Our general Vulnerability and Welfare Policy continues to apply to wider welfare concerns.

Tell us about a health condition, disability, bereavement, communication difficulty, serious financial hardship or other welfare concern as early as possible. Urgent information should not be delayed while supporting evidence is obtained. Read our Vulnerability and Welfare Policy.

Client and creditor responsibilities

Fair enforcement depends upon accurate instructions and timely information. Clients and creditors also have responsibilities under the National Standards and the applicable legal process.

We expect clients to provide

• Accurate information about the parties, debt, premises or land.
• The correct legal authority and supporting documentation.
• Known disputes, payments, insolvency events or court proceedings.
• Known vulnerability, welfare or communication information.
• Accurate instructions about sums due and costs claimed.
• Prompt notification when an instruction changes or must stop.

Our right to question or refuse instructions

UK Bailiffs may request further evidence, clarification or legal confirmation before accepting or continuing an instruction.

We may suspend or refuse work where the authority is unclear, the information appears materially inaccurate, the proposed action would be disproportionate, or the instruction would require unlawful or unethical conduct.

Questions concerns and complaints

Raising a genuine concern will not result in adverse treatment. We will review complaints fairly, retain appropriate records and use findings to improve training, procedures and management oversight.

Contact the case team

If the issue concerns an active case, quote the UK Bailiffs reference and explain clearly what you believe is wrong.

• Telephone: 0330 133 1818
• Email: help@ukbailiffs.org
• Provide copies of relevant documents or evidence where available.

Escalate a complaint

If you believe that our conduct, communication or handling of an instruction fell below the required standard, use our complaints procedure to escalate the matter to senior management.

Open the complaints procedure

Raise a concern directly with senior management

Making a complaint, asking a question or providing evidence does not automatically stop a legal deadline. Concerns are assessed promptly, including whether applicable law, standards or safety require enforcement to be paused or adjusted. Please contact the operational team about any immediate risk or action due.

Free debt and practical advice

Independent organisations can help you understand your options. UK Bailiffs does not receive payment for referring people to these services.

• StepChange Debt Charity — Free and confidential debt advice and practical support.
• Citizens Advice — Independent advice about debt, benefits, housing and legal problems.
• National Debtline — Free debt advice, factsheets and help with personal finances.

Tell us if you need help or an adjustment

Quote your UK Bailiffs reference and explain what support, communication adjustment or review you require. We will consider the information in the context of the instruction and the authority available to us.

This policy describes the standards UK Bailiffs expects from its staff, enforcement agents and contractors. It does not create or remove a statutory right, court deadline, contractual obligation or legal remedy. The applicable law and authority must be considered separately in each case.

UK Bailiff Services Ltd, trading as UK Bailiffs. Registered in England and Wales: 11337729. Reference date September 2026; policy links and clarifications revised 13 October 2026.