What a complaint can be about
GOV.UK lists examples: a bailiff who threatens or harasses, tries to break in without a warrant, tries to charge incorrect fees, takes goods belonging to someone else, or takes essential items including things needed for work.
GOV.UK also says a complaint can go both to whoever the bailiff works for and to the organisation the money is owed to.
The routes
The enforcement firm
Every firm has a complaints procedure, normally on its website. This is the first step, and later stages expect it to have been tried.
The creditor
The organisation that instructed the firm stays responsible for how its debts are collected. For council tax or a council parking penalty that is the council. For a court fine it is the court that issued the warrant.
If a council or Transport for London does not resolve it, the complaint can go on to the Local Government and Social Care Ombudsman.
- For accredited firms
The Enforcement Conduct Board
The Board is the independent oversight body for enforcement in England and Wales. It takes complaints about accredited firms and their agents, relating to things that happened on or after 1 January 2025.
A complaint should reach the Board within 3 months of the person becoming aware of the problem, or within 1 month of the firm’s final response. The service is free.
Most firms are accredited. The Accredited Firms Register lists them.
- If the firm is a member
A trade association
The Civil Enforcement Association (CIVEA) covers certificated enforcement agents and the High Court Enforcement Officers Association (HCEOA) covers High Court officers. Both publish member lists and complaint procedures.
- For serious complaints
The court
A certificated enforcement agent holds a certificate from the county court. Anyone can ask the court to consider whether an agent is fit to hold one by sending form EAC2 to the court where the agent is registered. The court can cancel the certificate or order compensation.
GOV.UK notes: “It’s free to make a complaint, but you may have to pay legal costs if you complain to a court and they decide there were no ‘reasonable grounds’ for the complaint.”
By type of bailiff
| Who visited | Where complaints go |
|---|---|
| Certificated enforcement agent (council tax, parking, business rates) | The firm and the council, then the Enforcement Conduct Board or CIVEA, then the Ombudsman for council debts. Form EAC2 for fitness to hold a certificate. |
| High Court enforcement officer | The firm, then the Enforcement Conduct Board or HCEOA. Serious complaints can be sent in writing to Civil Enforcement Policy at the Ministry of Justice. |
| County court or family court bailiff | In writing to the court the bailiff came from. |
| Agent collecting a magistrates’ court fine | The firm that employs them, with a copy to the court that issued the warrant. |
Disputes about fees
A disagreement about the amount of fees or costs can be decided by the court. The Fees Regulations say “any dispute regarding the amount recoverable under these Regulations is to be determined by the court”. Where costs such as storage have been run up, an agent must give a statement of them with receipts, and of the fees charged, when the debt is being paid off.
What each fee is and when it can be charged
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What the Board has found so far
The Board opened its complaints service on 6 January 2025. By 30 September 2025 it had received 515 complaints, of which 100 met its criteria for investigation. Of the 38 investigations completed by then, half were upheld or partly upheld. Remedies included apologies, payments of £50 to £250 and refunds of fees.
Court claims
Where an agent breaches the rules, the debtor “may bring proceedings” and the court “may order goods to be returned” or order damages for the loss caused. Court action carries a risk of costs and usually calls for legal advice first.
Common questions
Does a complaint stop the bailiffs?
Not automatically. Enforcement can continue while a complaint is looked at, although a firm or creditor may choose to put a case on hold.
Can the Enforcement Conduct Board cancel a debt?
No. The Board looks at the conduct of the firm and its agents. The debt itself is a matter for the creditor.
What if the firm is not accredited?
The firm’s own procedure and the creditor still apply, along with the trade association if the firm is a member, and the court route for certificated agents.
Want to talk it through with someone?
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Free debt advice is available
These organisations give free, impartial debt advice and are independent of Bailiff Support Team. Nobody has to use a paid or commercial service to get help with their debts, and using one of the free services does not reduce the options available. Their advisers can also ask an enforcement firm to extend a notice period or apply for Breathing Space where it fits.
- MoneyHelperGovernment-backed. Finds a free debt adviser nearby or online.
- StepChange Debt CharityFree debt advice online and by phone.
- Citizens AdviceDetailed help with bailiffs, online and in person.
- National DebtlineFree advice and sample letters, run by the Money Advice Trust.
Sources
- GOV.UK: How to complain about a bailiff
- Enforcement Conduct Board: Making a complaint
- Enforcement Conduct Board: Accredited Firms Register
- Enforcement Conduct Board: Insight Report 2026 (data for January to June 2025)
- Taking Control of Goods (Fees) Regulations 2014 (as amended)
- Tribunals, Courts and Enforcement Act 2007, Schedule 12