Complaints Procedure

The formal process by which a debtor or affected third party can complain about the conduct of an enforcement agent. All authorised enforcement firms must operate a complaints procedure. If the firm's internal process does not resolve the matter, the complaint may be escalated to the Enforcement Conduct Board or the court.

In practice

Complaints should first be made to the enforcement company in writing. Firms must acknowledge complaints promptly and provide a substantive response within a prescribed timeframe. If the debtor remains dissatisfied, they can escalate to the Enforcement Conduct Board (where the firm is ECB-accredited), to the High Court Enforcement Officers Association (for High Court enforcement officers), or apply to the court under the Taking Control of Goods Regulations 2013 for a remedy such as a declaration that enforcement was unlawful.