We take complaints very seriously, so if you have complained we are sorry that you have felt a need to do so.

Our Procedure:

This procedure has been prepared for your benefit in plain language.

The purpose of this procedure will be to arrive at a conclusion that will be mutually agreeable to you the complainant and to us as a Company who are entrusted to enforce High Court Judgments or Orders.

What to expect:

We aim in the first instance to try and resolve your concerns over the telephone, failing that, we will ask you to submit your complaint in writing, outlining your grievance (You may already have done this).

As you will appreciate in order for us to fully investigate your complaint we would ask that you provide the following information to us:

Your full name

Your business name

Your home and business address

Our Reference number

Parties to the Writ

Date(s) our Agent called to your address

A clear statement of your complaint (why you are aggrieved)

Any documentation that you feel will be useful in support of your complaint

An indication of what you are looking for to satisfy your complaint

N.B. We would ask that you stick only to the facts and avoid speculation.

All correspondence concerning your complaint should be addressed to:

Client Services Manager

The Sheriffs Office

Airport House,

Purley Way,

Croydon,

Surrey.

CR0 0XZ

Acknowledgement

We will always try and acknowledge your complaint within 24-48 hours

Investigation

Our Client Services Manager will carry out a full internal investigation regarding your complaint.

Some complaints are complex in their nature and therefore please allow up to 14 working days for a full written response.  Should we feel that further investigation is required we will write to advise you.

What if I disagree with the Client Services Manager’s response?

Should you disagree with the response, then your complaint will be referred to a Director for a final decision.

What if I disagree with the decision?

There are still remedies available to you should you still not be satisfied with the outcome. You may:

Complain to the High Court Enforcement Officers Association Limited at:

High Court Enforcement Officers Association Limited

Drake House,

Gadbrook Park,

Northwich,

Cheshire.

CW9 7RA

Please enclose all correspondence from you to us and from us to you, so that the Association has a full picture of what has been said.

You may seek legal recourse through the Courts, however you may wish to obtain legal advice for this course of action.

Notes for General Guidance

We will not investigate any complaints regarding the following:

Complaints that are awaiting an outcome from the Courts

Complaints that are of a frivolous or vexatious nature

Complaints about other High Court Enforcement Officers

Complaints about other Enforcement Agencies