General terms and conditions

1. Identity and definitions

“UKB”, “we”, “us” and “our” mean UK Bailiff Services Ltd, company number 11337729, trading as UK Bailiffs. “Client” means the person or organisation instructing UKB. “Instruction” means the particular service requested and accepted.

2. Services covered

These terms apply to services including CRAR, commercial lease forfeiture, section 146 support, traveller and trespasser removal, rough sleeper and tent removal, van dweller and stealth camper removal, temporary-housing and excluded-occupier work, process serving, tracing, investigations, illegally grazing horses, abandoned vehicles, security support and related attendance services.

A written quotation, service-specific authority or agreed schedule may contain additional terms. If there is a direct conflict, the more specific written term applies to that instruction.

3. Client warranties

The Client warrants that it has lawful authority to instruct UKB, is entitled to request the stated action, has disclosed all material facts, and has supplied complete and accurate information. The Client must notify UKB immediately if any fact, authority, ownership, occupation, insolvency position, court order, dispute or risk changes.

4. Right to decline, pause or discontinue

UKB may decline, pause or discontinue an instruction where the requested action may be unlawful, authority or information is insufficient, risk is unacceptable, the service is unsuitable, a conflict or compliance concern arises, payment is overdue, or circumstances materially differ from those disclosed. Charges already incurred remain payable.

5. Client authorisation

The Client authorises UKB to take the reasonable and lawful steps needed for the accepted service, engage certificated enforcement agents, locksmiths, security personnel and other contractors, communicate with relevant authorities and third parties, and incur approved or reasonably necessary costs within the instruction.

6. Document preparation

Where required for the accepted service, the Client authorises UKB to prepare, complete, sign or serve operational documents on the Client’s behalf, including notices, authorities, attendance records, inventories, payment schedules and reports. UKB does not assume responsibility for the Client’s underlying legal entitlement. The Client may limit this authority only by written notice received before work begins.

7. Submission and communication

Instructions must normally be submitted electronically. Telephone discussions do not constitute a complete instruction unless confirmed in writing. UKB may rely on communications received from the Client’s directors, employees, managing agents, solicitors or other apparent authorised representatives.

8. Due diligence

UKB may verify identity, ownership, right to possession or reversion, company status, insolvency, property records and other relevant facts. Further documents or evidence may be required. Work may be delayed or declined until checks are satisfactory.

9. Information and legal advice

UKB is not a law firm. Operational guidance and website content are general information and do not replace independent legal advice. The Client remains responsible for obtaining legal advice where entitlement, status, notice, procedure or liability is uncertain or disputed.

10. CRAR eligibility

The Client warrants that CRAR is being requested for qualifying principal rent under a written lease of wholly commercial premises, that the tenant remains in occupation, that the net unpaid rent is at least the statutory minimum, and that no residential occupation, insolvency restriction, breathing-space protection, court order or other legal barrier prevents enforcement.

11. CRAR authority

The Client authorises UKB to issue and serve the Notice of Enforcement, communicate with the tenant, attend when the statutory period has expired, take control of goods where lawful, enter into a controlled goods agreement or payment arrangement where authorised, and apply the statutory fees.

12. Notice period

The current general minimum Notice of Enforcement period is 14 clear days, subject to the applicable regulations and any lawful court order permitting a shorter period. UKB will apply the notice period in force when the notice is given.

13. CRAR fees and recoveries

Statutory fees are applied under the Taking Control of Goods (Fees) Regulations 2014 as amended. Where the debtor pays UKB, statutory fees and other permitted deductions may be applied before the balance is remitted to the Client. If the debtor pays the Client directly, the instruction is withdrawn, enforcement is frustrated, or statutory fees cannot be recovered from the debtor, the Client must pay sums for which it has agreed responsibility or which become payable under the instruction.

14. Operational control

UKB determines deployment, personnel, timing, equipment and the operational approach after considering authority, risk, welfare, access and available information. Estimated arrival times are not guarantees. UKB may postpone or end an attendance where circumstances are unsafe, unlawful or materially different from the instruction.

15. Entry and locksmiths

Entry will be attempted only by a method considered lawful for the particular service and circumstances. UKB does not claim a general power of forced entry. Locksmith work, lock changes, boarding or securing may be arranged where authorised and lawful, with the cost payable by the Client unless agreed otherwise.

16. Police and public authorities

Police attendance and decisions are matters for the police. UKB cannot guarantee police support or require police to facilitate civil enforcement. Delays, restrictions or additional attendances resulting from police or public-authority decisions may attract further charges.

17. Safeguarding and vulnerability

The Client must disclose known or suspected vulnerability and safeguarding concerns, including disability, serious health conditions, mental-health concerns, dependency, domestic abuse, children or vulnerable adults. UKB may alter, postpone or stop action where welfare or risk requires it.

18. Prevention, obstruction and failed attendance

If work cannot proceed because of inaccurate information, lack of access, missing authority or documents, legal restriction, unsafe conditions, third-party intervention, police direction, a client dispute or conduct at the site, the attendance may be treated as completed or aborted and the agreed fees and costs remain payable.

19. Waiting time and additional resources

Waiting time and additional costs may be charged where delay or extra work results from access problems, missing documents, the Client, occupants, police, contractors, site procedures, unexpected risk, additional agents, security, locksmiths, removal, storage, disposal or securing work.

20. Quotations, deposits and VAT

Fees are those stated in the quotation, instruction form, service schedule or applicable statutory scheme. Prices exclude VAT unless expressly stated. VAT registration number: GB306547801. A deposit or advance payment may be required before resources are allocated.

21. Non-CRAR invoices

Non-CRAR services are invoiced to the Client and must be paid by the stated due date. The Client remains responsible for agreed attendance charges, contractor costs, waiting time and disbursements whether or not the desired result is achieved.

22. Disbursements and incidental costs

For non-CRAR and non-writ work, unavoidable disbursements may be charged at cost. These may include parking, tolls, congestion or clean-air charges, ferries, bridges, tunnels, site access or induction fees, reasonable accommodation for overnight work, reasonable subsistence during prolonged attendance, couriers and necessary document production. Costs will be itemised where practicable.

23. Cancellation and withdrawal

The Client must pay work completed and costs committed before cancellation. If an attendance is cancelled or materially changed within 24 hours of its scheduled start, UKB may retain or charge a reasonable amount for allocated personnel, travel, contractor commitments and lost operational time. Any refund is subject to work done, committed costs, the agreed terms and applicable law.

24. Late payment and recovery costs

Overdue business-to-business sums may attract interest at 8% above the Bank of England base rate and applicable fixed or reasonable recovery costs, whether under the Late Payment of Commercial Debts (Interest) Act 1998 or the agreed contractual term. UKB may use a third party to recover overdue invoices.

25. Chargebacks and set-off

If a payment is reversed or charged back after sums have been applied or remitted, UKB may re-invoice the Client. UKB may exercise a lawful or contractual right of set-off against sums otherwise due to the Client.

26. No guarantee of outcome

UKB does not guarantee recovery, payment, possession, successful eviction, availability or value of goods, police attendance, third-party cooperation or any specific timescale or result.

27. Excluded loss

To the fullest extent permitted by law, UKB is not liable for indirect or consequential loss, or loss of profit, revenue, opportunity, customers, goodwill or reputation, nor for loss caused by inaccurate Client information, third parties, courts, police, public authorities, site conditions or occupant conduct.

28. Liability cap

Subject to clause 29, UKB’s aggregate liability arising from an instruction is limited to the fees paid to UKB for that instruction. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded.

29. Client indemnity

The Client indemnifies UKB and its personnel against reasonable losses, claims and costs arising from the Client’s lack of authority, material inaccuracy, unlawful instruction, breach of these terms or third-party claim caused by the Client’s acts or omissions, except to the extent caused by UKB’s own negligence, breach or unlawful conduct.

30. Data protection roles

Each party must comply with applicable data-protection law and maintain a lawful basis for personal data it provides or processes. Depending on the service and purpose, the parties may act as independent controllers or UKB may act as processor under separately agreed instructions. Nothing in these terms fixes a data role where the law determines otherwise.

31. Recording and evidence

Agents may use body-worn video, photographs, audio, location records, attendance notes and other evidence for safety, accountability, legal claims, complaints and regulatory purposes. Material may be shared where lawful and necessary with the Client, courts, police, insurers, regulators, professional advisers or other relevant recipients.

32. Confidentiality

Each party must protect confidential information received through the instruction and may use or disclose it only for the service, legal or regulatory obligations, professional advice, insurance, dispute handling or with consent.

33. Anti-money laundering and verification

UKB may require evidence of identity, ownership, authority, source or destination of funds and other verification. UKB may delay, refuse or report a matter where required or permitted by law.

34. Subcontracting and assignment

UKB may appoint agents and subcontractors to perform the instruction while remaining responsible for the service it has agreed to provide. The Client may not assign an instruction or these terms without UKB’s written consent.

35. Events outside reasonable control

UKB is not liable for delay or failure caused by events outside its reasonable control, including severe weather, transport disruption, system failure, industrial action, public disorder, emergency restrictions, court or authority action, or contractor unavailability.

36. Entire agreement and variation

These terms, the accepted instruction, quotation and any service-specific written terms form the agreement. A variation must be agreed in writing by an authorised representative, except that UKB may update website terms for future instructions.

37. Severability, waiver and third-party rights

If a provision is invalid or unenforceable, the remainder continues in effect. Delay in enforcing a right is not a waiver. No person other than the parties has a right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

38. Notices

Formal notices under the agreement may be sent to the latest email or postal address supplied by the receiving party. Operational messages may be sent through the agreed email, telephone, messaging or case-update channel.

39. Governing law and jurisdiction

These terms and each instruction are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to any mandatory rule that applies.

40. Complaints

Complaints must be submitted under the UK Bailiffs Complaints Policy. Raising a complaint does not suspend an undisputed payment obligation.

41. Privacy and data breaches

Information about personal-data handling appears in our Privacy Policy. Suspected personal-data incidents are managed under our Data Breach Policy.

42. Contact

UK Bailiffs can be contacted at help@ukbailiffs.org or on 0330 133 1818. Registered office: 223 Bacup Road, Rossendale, Lancashire, BB4 7PA.