Complaints

Complaints Policy

  • Purpose

This policy outlines how complaints will be handled by Court Enforcement Specialists in accordance with the standards set by the Enforcement Conduct Board (ECB) and demonstrates our commitment to fair, transparent, and accessible complaint resolution.

  • What is a complaint?

A complaint is defined as any expression of dissatisfaction about our services, staff, or conduct of enforcement action, whether justified or not, made by or on behalf of a person affected. This includes concerns about behaviour, communication, professionalism, or procedural matters. It does not cover disputes about the underlying debt, which must be addressed through the courts.

  • How to Complain

Complaints can be submitted via:

  • Email: Complaints@courtenforcementspecialists.co.uk
  • Post: 28 Mason Street, Manchester, M4 5EY
  • Telephone: 0161 507 0626

We ask that complaints provide as much detail as possible, including dates, names and any relevant evidence e.g. reference number, photos.

  • Acknowledging Complaints

Most complaints will receive an automated acknowledgement, which confirms that the complaint has been received and sets out the next steps.

Our automated acknowledgment includes:
  • Confirmation that the complaint has been received
  • A note that we are only able to handle complaints relating to the conduct of an Enforcement Agent or a member of staff (not the debt itself)
  •  An outline of the investigation process and expected timescales
  • A general contact point (Complaints Department) rather than a named individual
  • Use of existing case reference as the identifier for all correspondence

In cases where an automated acknowledgement cannot be used, a manual response will be sent containing the same key information. All complaints will be logged and tracked using the case reference provided.

  • Investigating Complaints

We aim to complete our investigation within 28 calendar days of receipt. If more time is required, we will update the complainant and provide a revised timeframe.

We may request additional information or evidence to help assess the complaint fully.

  • If we request more information
if we ask the complainant for further details to support their complaint:
  • We will allow 14 calendar days for them to respond.
  • If no response is received, a written reminder will be sent.
  • If there is still no response 14 days after the reminder, the complaint may be closed, and the complainant will be informed in writing.
  • Response and Outcome

Our final response will include:

  • A summary of our findings
  • Any actions we are taking or have taken
  • Information on how to escalate the complaint if dissatisfied.
  • Escalation

If the complainant is not satisfied with our final response, they may escalate the matter to the Enforcement Conduct Board or other relevant body. Details for escalation will be provided in the final response.

  • Recording and Monitoring

All complaints will be logged and reviewed periodically to identify patterns, improve service delivery, and ensure compliance with regulatory standards.

  • Confidentiality and Data Protection

All complaints will be handled in accordance with the Data Protection Act 2018 and GDPR. Information will only be shared where necessary to investigate and resolve the complaint.

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