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Bailiff and enforcement agents advice

Making a complaint about a bailiff

Complain if bailiffs (enforcement agents) do not follow the rules on how to treat you. 

You can make a complaint to:

  • Their employer, and
  • The company they collect for

Report it to a monitoring organisation if you are not happy with their response.

If you are still not happy with their response, you can go to:

  • The police
  • Civil courts

Learn more about dealing with bailiffs.

Do you know the difference between bailiffs and debt collectors?

A debt collector does not have any special legal powers to collect a debt. Only bailiffs do.

What types of complaints can I make about bailiffs?

Bailiffs need to follow rules. They must not:

Break rules about entering your home

  • They need to write before visiting you
  • They can only enter your home peacefully
  • They can only enter if you let them

Take goods they are not allowed to take

They need to leave your basic household items.

Find out more about what bailiffs can and cannot take

Take goods that do not belong to you

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

Harass or threaten you

Bailiffs must not be aggressive.

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

Fail to share information

They should give you information about the debt they are collecting.

This includes giving you a reasonable chance to pay what you owe.

Can I complain about bailiffs’ fees?

To make a complaint about bailiff fees:

  • Apply to the court for a breakdown of charges
  • Get legal advice to pursue this complaint

Find out more about bailiffs’ rights and powers

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Rules for vulnerable clients

There are extra rules for 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
  • Anyone who finds it harder to communicate
  • Older people

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

Complain if a bailiff does not act properly.

Bailiffs cannot:

  • Enter the property while vulnerable adults or children under 16 are home alone
  • Take medical equipment
  • Take transport aids
  • Take money from a vulnerable person without giving them the chance for help and advice

Bailiffs should:

  • Make sure communications are available in large print, braille and other languages
  • Tell the creditor if the client is vulnerable

Bailiff complaints process

Always send your complaint in writing and keep a copy.

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

You need to:

  1. Send the complaint to the bailiff company
  2. Send a copy to the people they are collecting debt for
  3. If you are not happy with their response, raise the complaint with:
    • A governing body
    • Ombudsman or
    • Court
  4. Get legal advice before going ahead with court action

Contact the police if a crime was committed.

  • They will give you a crime number
  • Include this in your complaint to the bailiff company
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Escalating complaints about bailiffs

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

Child Support Agency Arrears

CIVEA

Trade organisation representing civil enforcement agencies and certified professions operating in England and Wales.

The Independent Case Examiner

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

Council tax and Rates arrears

Local Government Ombudsman

For individual complaints about councils.

Public Services Ombudsman for Wales

Independent investigation of complaints that local government bodies have broken their code of conduct.

County Court judgments (CCJs)

Parliamentary and Health Service Ombudsman (PHSO)

You cannot complain to PHSO directly.

Contact your local MP to refer the complaint.

The creditor’s regulator or ombudsman

High court writs

High Court Enforcement Officers Association

Formerly known as the Sheriffs Officers Association.

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

The creditor’s regulator or ombudsman.

HMRC debts

CIVEA

Trade organisation representing civil enforcement agencies and certified professions.

England and Wales only.

Adjudicators office

Fair and unbiased referee looking into complaints about:

  • HM Revenue & Customs (HMRC)
  • The Valuation Office Agency (VOA)

Magistrates court fines and penalties

CIVEA

Trade organisation representing civil enforcement agencies and certified professions operating in England and Wales.

Penalty charge notices (PCN)

Local Government Ombudsman

A free service looking into complaints about councils.

Public Services Ombudsman for Wales

Independent investigation of complaints that local government bodies have broken their codes of conduct.

Worried about bailiffs? We are here to help

Our online debt advice tool offers:

  • An assessment of your budget
  • Tailored debt solutions

It is free, can be used any time and is completely confidential.

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