Fees and complaints · 6 min read
How to complain about a bailiff (and challenge their fees)
How to complain about a bailiff in England and Wales: the enforcement company, the creditor, the Enforcement Conduct Board, the Ombudsman and the courts. With a template and tips on evidence and fee refunds.
- Fact-checked
- Against official sources
- Last updated
- Next review due
- April 2027
- Applies to
- England and Wales
- Sources
- 6 listed on this page
Independent guidance, not a government service. This page is general information about the law in England and Wales, not financial or legal advice. Debt solutions have fees, risks and consequences. For free, impartial advice, contact MoneyHelper or a debt charity.
The short answer
Complain first to the enforcement company, and at the same time to the creditor (for example, your council). If you’re not satisfied, escalate to the Enforcement Conduct Board (if the firm is accredited), the Local Government and Social Care Ombudsman (for council debts), or the court. Gather evidence, keep copies, and ask for any wrongly charged fees to be refunded.
Bailiffs must follow strict rules, but they don’t always do so. Research by Citizens Advice and StepChange found that around one in three of the 2.2 million people contacted by bailiffs in the two years to November 2018 experienced them breaking the rules. Since January 2025, the Enforcement Conduct Board (ECB) has also handled complaints about accredited firms, giving people another route to redress.
What can you complain about?
Common reasons include:
- wrong fees, such as an enforcement fee with no real visit, or the wrong fee scale
- a visit before the notice period ended, or with no Notice of Enforcement
- a visit outside 6am to 9pm
- forcing entry when not allowed, or pushing past you
- entering when only children or vulnerable people were home
- taking exempt goods or someone else’s belongings
- ignoring vulnerability
- threatening, aggressive or misleading behaviour, such as false threats of prison or forced entry
- refusing to show ID or a certificate
- pressuring you into an unaffordable payment plan
Check the rules in our guide to your rights when bailiffs visit and bailiff fees explained.
Step 1: Gather your evidence
- letters, including the Notice of Enforcement, and envelopes showing dates
- a written account of what happened: dates, times, names, what was said
- photos, videos or doorbell camera footage
- names of any witnesses
- a fee breakdown from the bailiff company
- evidence of vulnerability, if relevant
Ask the enforcement company for body-worn camera footage of the visit. Accredited firms are expected to record visits, and you can also request your personal data, including footage, under data protection law.
Step 2: Complain to the enforcement company
Use the company’s complaints procedure (usually on its website). Explain what happened, which rules you think were broken and what you want – for example, a refund of fees, an apology, or the debt returned to the creditor. Ask them to pause enforcement while they investigate.
Step 3: Tell the creditor at the same time
The creditor instructed the bailiffs and is responsible for how its debts are collected. For council tax and parking debts, complain to the council too. Ask it to pause enforcement and consider taking the debt back.
Step 4: Escalate if you’re not satisfied
| Where to go | When |
|---|---|
| Enforcement Conduct Board (ECB) | If the firm is ECB-accredited and hasn’t resolved your complaint |
| Local Government and Social Care Ombudsman | For bailiffs acting for a council (council tax, parking), after the council’s complaints process |
| Trade association (CIVEA or HCEOA) | If the firm is a member |
| The court that certified the bailiff (form EAC2) | For serious misconduct that makes the bailiff unfit to hold a certificate – the court can cancel the certificate |
| HM Courts & Tribunals Service | For county court or civilian enforcement officers |
| The courts (a claim for damages) | If you’ve lost out because of a breach of the rules – get legal advice first |
| The police | If there’s threatening behaviour, assault or a crime |
You can find the ECB’s complaints process on the Enforcement Conduct Board website and the Ombudsman at lgo.org.uk. GOV.UK also explains how to complain about a bailiff.
Complaint template
Subject: Complaint about enforcement agent visit – reference [your reference]
I’m writing to complain about the actions of your enforcement agent [name, if known] in relation to the above debt, owed to [creditor].
On [date] at [time], [describe what happened]. I believe this breached [the rule, for example: the 14 clear day notice period required by regulation 6 of the Taking Control of Goods Regulations 2013 / the restriction on entry when only vulnerable people are present].
I’m also disputing the following fees: [fee and amount], because [reason].
Please: (1) pause enforcement while you investigate; (2) provide a full breakdown of the debt and fees; (3) provide any body-worn camera footage of the visit; and (4) [refund the fee / return the debt to the creditor / apologise].
I’ve sent a copy of this complaint to [creditor]. I look forward to your response.
While your complaint is going on
A complaint doesn’t automatically stop enforcement. To protect yourself:
- ask the company and creditor in writing to pause enforcement
- keep up any affordable payment you’ve agreed, if you can
- get advice about Breathing Space, which can stop most bailiff action for 60 days
- if you have other debts, look at longer-term options in debt solutions compared
Related reading
- Rossendales bailiffs: checking fees and complaining
- Equita bailiffs: payment plans and vulnerability
- Fake bailiffs: how to check a bailiff is real
Frequently asked questions
Can I get bailiff fees refunded?
Yes, if they were charged wrongly – for example an enforcement fee with no real visit, or a visit before the notice period ended. Ask the company for a refund and escalate if they refuse.
What is the Enforcement Conduct Board?
The ECB is the independent oversight body for the enforcement industry in England and Wales. It sets standards for accredited firms and has handled complaints since January 2025. The government has announced plans to make ECB accreditation a requirement for private bailiffs.
How long do I have to complain?
Complain as soon as possible, while the evidence is fresh. The Local Government and Social Care Ombudsman normally expects complaints within 12 months of you becoming aware of the problem.
Can I complain if I let the bailiff in?
Yes. Letting a bailiff in doesn’t give them permission to break other rules – for example, taking exempt goods, charging the wrong fees or ignoring vulnerability.
Sources
How we wrote this article
- Research: written from primary sources such as legislation.gov.uk, GOV.UK and the Insolvency Service, then fact-checked by a second member of our team. The sources are listed above.
- Checked: last checked on . Next review due April 2027, or sooner if the rules change.
- Scope: applies to England and Wales. If you live in Scotland or Northern Ireland, read our Scotland and Northern Ireland guide. It is general information, not personal advice.
- Independence: we are not a government website or service, and we are not connected to any council, court or enforcement company.
- Money: we may receive a fee if we introduce you to a debt advice firm. This doesn't change what we write. How we're paid.
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