Before you make a complaint to CIVEA, please read the following information carefully otherwise there may be a delay in your complaint being considered. You should also refer to the FAQs section of the CIVEA website which provides some useful information about the enforcement process.
CIVEA can only deal with complaints which relate to certain types of debt. Please read this information carefully otherwise your complaint could be delayed if you send it to CIVEA and it is not a matter we can consider.
If you wish to complain about an enforcement agent or enforcement company, you must first raise your complaint directly with the company concerned. Each member company has its own internal complaints procedure, and you will need to complete this process first. In most cases, companies will aim to respond in full within 10 working days, but this may take longer if he creditor has different requirements.
Here are some tips on how to make a complaint.
Gov.uk (go to www.gov.uk)
Citizens Advice (go to www.adviceguide.org.uk or phone 0345 404 0506/0344 411 1444 for England or 0344 477 2020 for Wales)
AdviceUK (go to www.adviceuk.org.uk/membership/our-members/)
Money Helper (go to www.moneyhelper.org.uk/en or phone 0300 500 5000)
StepChange Debt Charity (go to www.stepchange.org or phone 0800 138 1111)
National Debtline (go to www.nationaldebtline.org or phone 0808 808 4000)
Call charges may apply. Other free advice is available.
If you are dissatisfied with the enforcement company’s response, CIVEA can consider the complaint if:
In such cases, your complaint must be escalated to the Local Authority which has instructed the enforcement company to act, or Transport for London. If you remain dissatisfied with how the Local Authority or Transport for London deal with the complaint, you can ask for your case to be referred to the Local Government and Social Care Ombudsman (LGSCO). This is a free service and is independent of the Local Authority, Transport for London and CIVEA.
Send a brief outline of the matter you wish to complain about and explain why you are unhappy with the company’s response to your complaint.
Provide copies of the correspondence between you and the enforcement company regarding your complaint.
Send photographic or video evidence which supports your complaint.
Provide copies of any other relevant documentation.
A completed and signed complaints procedure leaflet which provides CIVEA with the authority to access your records with the enforcement company
If the complaint is being made by a third party, CIVEA will require the written authorisation from a debtor, or the person subject to the complaint.
The documentation should be sent to CIVEA at the following address:
PO BOX 745
Or by email to: firstname.lastname@example.org
Please be aware that CIVEA cannot give advice on enforcement issues. If you have questions at any stage contact the free advice services listed on your ‘Notice of Enforcement’ or seek legal advice.
Raising a complaint will not put a hold on further enforcement action. CIVEA has no authority to intervene in the enforcement of a warrant or order from the court, prevent the visit of an enforcement agent or prevent goods being taken into control.
A certificated enforcement agent is an individual who has been granted permission by a judge to seize goods when enforcing civil debt including non-payment of council tax, business rates, parking and other traffic offences, fines from magistrates’ courts, child support awards or failure to pay commercial rent.
A debt collector is an individual who recovers money owed under contractual transactions such as credit card debt, loans and the purchase of household goods or vehicles. Such an individual can seize the goods concerned in certain circumstances but cannot seize other goods unlike a certificated enforcement agent.
PO Box 745
For general enquiries only, you can contact us by email (email@example.com), letter or telephone.
If you have a complaint or concern about one of our members, please go to our complaints page for advice
CIVEA is unable to discuss complaint matters over the telephone and complaints should be sent in writing. This is to ensure that the details of your complaint are accurately recorded and understood which makes it easier in addressing your complaint thoroughly. Please advise if you have a disability, so that we can make reasonable adjustments.
You can contact us by email, letter or telephone.