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.
of the matter you wish to complain about and explain why you are unhappy with the company’s response to your complaint.
of the correspondence between you and the enforcement company regarding your complaint.
photographic or video evidence which supports your complaint
complaints procedure leaflet which provides CIVEA with the authority to access your records with the enforcement company
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 can be sent to CIVEA by email to firstname.lastname@example.org or in writing to the following address:
PO BOX 745
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.
It should also be noted that raising a complaint will not put a hold on further enforcement action, nor do CIVEA have the authority to intervene in the enforcement of a warrant, prevent the visit of an enforcement agent or prevent the seizure of goods.
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.
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 or Transport for London who has instructed the enforcement company to act. 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. You can find further details about the LGSCO here.
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 respond in full within 10 working days.
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)
Money Advice Service (go to www.moneyadviceservice.org.uk or phone 0800 138 7777)
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.
PO Box 745
If you wish to make a complaint against a member of CIVEA, please go to our complaints page and follow the procedure detailed there. Your email will be acknowledged within 5 working days.
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.