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Youth Legal
Debt , Debt and Money Advice, Enforcement & Bailiffs· 3 min read

Complain against an enforcement agent

If an enforcement agent (bailiff) has treated you unfairly, you have the right to complain. Start by complaining to the enforcement firm, and if that does not resolve things, you can escalate to the Enforcement Conduct Board. We can help you through the process.

Complaining about an enforcement agent

Dealing with enforcement agents (bailiffs) is stressful, and it can feel even worse if you believe you have been treated unfairly. You do have the right to complain, and there is a clear process to follow.

The Enforcement Conduct Board (ECB) is the independent body that oversees the enforcement sector. They set standards that accredited enforcement firms and their agents must follow. If those standards have not been met, you can take action.

Step 1: Complain to the enforcement firm

Start by making your complaint directly to the enforcement firm. Here is how:

  • Check the firm's website for their complaints procedure
  • If you cannot find it, ask the firm or the agent you have been dealing with for details on how to complain
  • Put your complaint in writing if you can, so you have a record
  • A family member, friend, or one of our advisers can help you make the complaint if you need support

Step 2: Escalate to the ECB

If the firm does not resolve your complaint, you can escalate it to the Enforcement Conduct Board.

  • Make a complaint to the ECB
  • The ECB investigates complaints about enforcement activity that took place from 1 January 2025 onwards
  • They began accepting complaints against accredited firms on 6 January 2025

If the enforcement activity happened before 1 January 2025

If your complaint is about something that happened before 1 January 2025, you may still be able to escalate it depending on the type of debt and the type of enforcement agent.

Local authority debts (England)

If the enforcement firm was collecting a debt on behalf of a local authority in England, you may be able to complain to the Local Government and Social Care Ombudsman (LGSCO). You will usually need to complain to the local authority first.

Local authority debts (Wales)

If the debt was being collected on behalf of a local authority in Wales, you may be able to complain to the Public Services Ombudsman for Wales (PSOW).

Get help

If you are not sure where to start or need help putting your complaint together, get in touch with us. We can talk you through the process and help you take the right steps.

All our advice is free and confidential.

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