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i This advice applies to people living in England and Wales only.

Bailiff and enforcement agents advice

Making a complaint about a bailiff

You can complain if bailiffs do not follow the rules on how to treat you. 

Make a complaint to the agency they work for and the creditor they are collecting on behalf of. And report it to a regulator or independent reviewer, like the Enforcement Conduct Board (ECB), if you are not happy with their response.

Quickly find what you are looking for



  1. What types of complaint can I make about bailiffs?
  2. What are bailiffs not allowed to do?
  3. Rules for people considered vulnerable
  4. Can I complain about bailiff fees?
  5. Bailiff complaints process
  6. Taking bailiff complaints further
  7. Worried about bailiffs? We are here to help

Do you know the difference between bailiffs and debt collectors?

A debt collector does not have any special legal powers to enforce a debt. They cannot take anything from your home or force you to make a payment. Only bailiffs have these powers.

What types of complaint can I make about bailiffs?

Bailiffs need to follow specific rules, called the National Standards for Enforcement. These rules cover:


  • Their ethical and professional duties
  • The complaints process
  • When they can and cannot visit you
  • How and when they are allowed to enter a home
  • Taking goods
  • Dealing with vulnerable people

If you think they have broken any of these rules, you can complain.

What are bailiffs not allowed to do?

They must not break rules about entering your home


  • They need to send you a ‘notice of enforcement’ before visiting you
  • They can only enter your home peacefully through a door
  • They cannot stop you from closing the door, like blocking it with their foot or shoulder

They must not take goods they are not allowed to take


  • They need to leave you with basic household items
  • They should only take enough items that will sell to pay off your debt. No more than that

Find out more about what bailiffs can and cannot take.

They must not take goods that do not belong to you


  • They must take reasonable steps to check who owns the things they take

They must not harass or threaten you


  • Bailiffs are not allowed to be aggressive
  • They cannot turn up at your place of work unless you are self-employed

They must not try to mislead you

Some bailiffs might say things to make you do what they want. They should not lie or make it seem like something will happen when it might not. That could be:


  • Saying you will be arrested
  • Telling you a locksmith will break into your home

They must not fail to share information


  • They must show you their identification and tell you which creditor they are collecting for
  • They must show you their court warrant too
  • They should give you a reasonable chance to pay what you owe

Find out more about bailiffs’ rights and powers.

Rules for people considered vulnerable

There are extra rules bailiffs must follow when visiting the homes of people who are 'vulnerable'. These could be:


  • People living with a serious illness or disability
  • Pregnant women
  • Someone who recently lost a job
  • Someone who has lost a loved one
  • Single parent families
  • Anyone who finds it harder to communicate
  • Older people

Are you considered vulnerable? Tell the people you owe and anyone who contacts you.

Bailiffs must:


  • Tell the creditor they are working for that you are vulnerable
  • Leave the property if a vulnerable person or child under 16 years old is home alone
  • Leave straight away and not ask questions if a child under 12 years old is home alone
  • Stop collection activity if it is clear you do not understand what you are signing
  • Arrange an interpreter, like a British Sign Language interpreter, where they can
  • Make sure communications with you are available in large print, braille and other languages if you need it

Bailiffs cannot:


  • Take medical equipment
  • Take transport aids and disability equipment like electric wheelchairs
  • Take money from a vulnerable person without giving them the chance for help and advice

Find out more about how creditors must treat vulnerable customers.

Can I complain about bailiffs’ fees?

There are set fees that bailiffs cannot charge more for. These can only be charged at certain stages in the collection process. You can complain if the bailiff added them before.

When you complain about bailiff fees, apply to the court for a more detailed breakdown of charges.

You can also complain if:


  • They visited you when they were not supposed to
  • The controlled goods agreement was not correct
  • They took goods they were not supposed to
  • Some fees were added but not listed on the paperwork the bailiff gave you
  • They insisted you make payments you cannot afford
  • They are harassing or threatening you

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Bailiff complaints process

You need to:


  1. Send the complaint to the bailiff company
  2. Send a copy of your complaint to the people they are collecting debt for
  3. If you are not happy with their response, raise the complaint with a governing body, an ombudsman like The ECB, or the court
  4. Get legal advice before going ahead with court action

Tips for making a complaint

Always send your complaint in writing and keep a copy for yourself.

Post it by 'recorded delivery' so you have a record of the date you sent it.

Use the National Standards for Enforcement as a reference for your complaint. It will help make it clear when a bailiff has not followed the rules.

If you are not sure how to complain to the bailiff company, check their website for details.

It is a good idea to ask for the bailiff’s body-worn camera footage to be added to your complaint. This is helpful if you are complaining about the way you were treated or where a vulnerable person was involved.

Contact the police if a crime was committed.

They will give you a crime number. Include this in your complaint to the bailiff company.

Taking your complaint further

These are the people to contact if you do not like how your complaint has been dealt with.

Child Support Agency Arrears

CIVEA

A trade organisation representing enforcement agencies who collect for local authorities and agencies.

The Independent Case Examiner

They review complaints about government organisations that deal with benefits, work and financial support.


Council tax and Penalty Charge Notice (PCN) arrears

Local Government Ombudsman

For individual complaints about councils in England.

Public Services Ombudsman for Wales

They independently investigate complaints that local government have broken their code of conduct.


County Court judgments (CCJs)

The creditor’s regulator or ombudsman

You can find who to contact on the creditor’s website or letters they have sent you.

Parliamentary and Health Service Ombudsman (PHSO)

You cannot complain to PHSO directly. Contact your local MP and ask them to refer the complaint. They have a complaint form to help you get started.

The Enforcement Conduct Board

They independently investigate the actions of enforcement agencies and the bailiffs who work for them.


High court writs

The creditor’s regulator or ombudsman

You can find who to contact on the creditor’s website or letters they have sent you.

High Court Enforcement Officers Association (HCEOA)

They make sure members follow the codes of conduct and regulation.

The Enforcement Conduct Board

They independently investigate the actions of enforcement agencies and the bailiffs who work for them.


HMRC debts

CIVEA

A trade organisation representing enforcement agencies who collect for local authorities and agencies.

Adjudicators office

A fair and unbiased referee looking into complaints about HM Revenue & Customs (HMRC) and The Valuation Office Agency (VOA).

The Enforcement Conduct Board

They independently investigate the actions of enforcement agencies and the bailiffs who work for them.


Magistrates court fines and penalties

CIVEA

A trade organisation representing enforcement agencies who collect for local authorities and agencies.

The Enforcement Conduct Board

They independently investigate the actions of enforcement agencies and the bailiffs who work for them.

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