Complaints Procedure

Our Promise to You

How to Contact Us

You can raise a complaint with us by email, telephone or in writing:

Information That Will Help Us

To help us investigate your complaint as quickly as possible, please provide the following information where available:

• Your full name, address and contact details
• The name of the creditor on whose behalf we were acting
• The date(s) of the enforcement visit or action you are complaining about
• The name of the enforcement agent involved, if known
• A clear description of what went wrong and the outcome you are seeking
• Copies of any relevant documents, letters or photographs

Important: if you are contacting us on someone else's behalf, you will need to provide written authorisation from that person before we can share confidential information about them.

Informal Review and Resolution

We will acknowledge your complaint within 2 working days. Your complaint will be allocated to a member of our team who will review the matter and attempt to find a prompt resolution. They may contact you if they need further information or clarification.

We aim to resolve your complaint informally within 5 working days. If we are unable to do so, your complaint will be progressed to the formal stage.

Stage 1 — Formal Investigation and Resolution

If you are not satisfied with the outcome of the informal review, or we have been unable to resolve your complaint within 5 working days, your complaint will move to the formal stage.

At the formal stage, an experienced member of our team — who will not have been involved in the earlier review — will thoroughly investigate your complaint and, where appropriate, how it was handled at the informal stage. This ensures that the review is objective.

We will aim to provide you with a full written response within 20 working days. Where exceptional circumstances require a longer period, we will write to you to explain the reason for the delay and provide an expected timescale for resolution.

Independent Review

If you are not satisfied with the outcome of the formal stage, you have the right to refer your complaint to the Enforcement Conduct Board.

If all or part of your complaint relates to data protection, this falls outside the scope of this complaints process. Data protection complaints will be handled separately and we will write to you with a final response within one calendar month. You also have the right to refer data protection matters to the Information Commissioner's Office at ico.org.uk or by calling 0303 123 1113.

Support Available to You

The following organisations can provide free, independent advice and support: