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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.
Fair Treatment of Debtors Policy
Fair Treatment of Customers and People Subject to Enforcement
UK Bailiffs is committed to treating clients, customers, debtors, occupiers and every other person affected by our work lawfully, fairly, respectfully and proportionately.
Applies to
All staff, agents and operational contractors
Policy owner
Craig Whinray, Director
Last reviewed
September 2026
Contact
help@ukbailiffs.org
Purpose and scope
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.
Our commitments
Six fair-treatment principles
These principles guide operational decisions, communications and the conduct expected from everyone working for or on behalf of UK Bailiffs.
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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.
Treating Customers Fairly
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 supportProfessional standards
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.
Operational application
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.
Stage 1
Assess
Review the instruction, authority, known risks, information supplied
by the client and any known welfare concerns.
Stage 2
Explain
Identify ourselves, explain the purpose of contact and communicate
what is required in a calm and understandable way.
Stage 3
Listen
Consider relevant disputes, payments, evidence, communication needs,
vulnerability and other material circumstances.
Stage 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.
Vulnerability and ability to engage
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 automatically suspend action unless UK Bailiffs, the creditor or a competent authority confirms that the matter has been placed on hold.
We will not encourage a person to take out further borrowing to pay an enforcement debt.
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.
Those instructing us
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.
Accountability
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 procedureMaking a complaint, asking a question or providing evidence does not
automatically suspend a legal deadline or enforcement action unless a
hold is confirmed by UK Bailiffs, the client, a court or another
competent authority.
Independent support
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.
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.
