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.

How to raise a complaint

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.

What CIVEA is unable to do

Where to get free advice and information: (go to

Citizens Advice (go to or phone 0345 404 0506/0344 411 1444 for England or 0344 477 2020 for Wales)

AdviceUK (go to

Money Helper (go to or phone 0300 500 5000) 

StepChange Debt Charity (go to or phone 0800 138 1111)

National Debtline (go to or phone 0808 808 4000)

Call charges may apply. Other free advice is available.

If you are unhappy with the enforcement company’s response:

If you are dissatisfied with the enforcement company’s response, CIVEA can consider the complaint if:

  1. The type of debt the enforcement company is collecting does not originate from a Local Authority or Transport for London. These include the following types of debts:
    • Non-payment of Council Tax
    • Non-Payment of Non-Domestic Rates
    • Unpaid Penalty Charge Notices issued by a Local Authority or Transport for London, including ULEZ and Congestion Charges

    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.

  2. 2. The complaint does not relate to High Court enforcement. CIVEA is unable to consider complaints about the enforcement of a High Court Writ, or the actions of a High Court enforcement agent, county court bailiff or debt collector. While some of our members also employ High Court Enforcement Agents, there is another professional organisation which represents them. You can find details of the High Court Enforcement Officers Association here where you can also find a full list of their own members and ways to contact them.
  3. The enforcement company is a member of CIVEA. A full list of the members of CIVEA can be found here.
  4. The complaint was raised with the enforcement company or agent no more than six months from the date of the incident or the last response received from the company or agent. If there has been a long delay in the complaint being sent CIVEA, it may be difficult for us to investigate the complaint because the evidence and information we require may no longer be available.
  5. The matter is not subject to an EAC2 complaint against an enforcement agent which has already been submitted to the County Court.
  6. You are not seeking compensation from the enforcement company. Claims for compensation is not something CIVEA can consider, and such matters should be referred to the County Court.

What do I need to send to 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:

What happens next?


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.

0844 893 3922

PO Box 745

For general enquiries only, you can contact us by email (, 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.

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