How to complain

Our role

The Enforcement Conduct Board is the independent oversight body for the enforcement (bailiff) sector.

We are here to make sure that everyone experiencing enforcement action is being treated fairly.

To do this, we have set standards that ECB accredited enforcement firms and agents must meet.  

If you believe that an ECB accredited enforcement firm or agent working for them has not met these standards or has not treated you fairly you can complain.

Complain to the enforcement firm

You should first put your complaint to the enforcement firm. 

If you are not sure about how to complain to the enforcement firm, the relevant information should be on their website. 

If you are unable to locate it, ask the enforcement firm or the person you have been dealing with for information about how to make a complaint. 

Alternatively, a family member, friend or advice organisation can help you.  There are a number of independent, free debt advice organisations who provide advice and support.

Complain to the ECB

If it’s not possible to resolve the complaint with the firm, you can escalate your complaint to us by following this link:

Complain to the ECB

We will investigate complaints about enforcement activity that happened from 1 January onwards.  We will begin accepting complaints against firms accredited with us on 6 January 2025. 

Complaints that pre-date 1 January 2025

If your complaint relates to enforcement activity that took place before 1 January 2025 there may be other ways of escalating it, depending on the type of debt and the type of enforcement agent. These are set out on the Government’s website: Bailiff powers when they visit your home: How to complain about a bailiff – GOV.UK (www.gov.uk)

If the enforcement firm is enforcing debt on behalf of a Local Authority in England or Wales, it may be possible to raise a complaint with the Local Government and Social Care Ombudsman (England) or the Public Services Ombudsman for Wales (Wales).  You may need to put your complaint to the relevant Local Authority first before escalating your complaint.  You can find details on how to escalate your complaint on the LGSCO’s website here: Enforcement agents – Local Government and Social Care Ombudsman or the PSOW’s website here: Various other – Enforce – Public Services Ombudsman for Wales.