Complaints

How to raise a complaint

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.

From the 1st January 2025, the Enforcement Conduct Board (ECB) will consider any new complaint about the conduct of an enforcement agent or firm where a person feels their complaint to the firm hasn’t been dealt with fairly or in a timely way.

Further information about the ECB’s complaints procedure can be found here.

Complaints that pre-date 1 January 2025

If your complaint relates to enforcement activity that took place before 1 January 2025, CIVEA may be able to investigate your complaint but only if the case originated from a magistrates' court or National Highways. Your complaint must have already been investigated fully by the enforcement firm first before it can be considered by CIVEA. The enforcement firm must also be a CIVEA member which can be checked here.

Please send details of your complaint and supporting documentation to: complaints@civea.co.uk.

For cases which originate from Transport for London or a Local Authority, 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 enforcement firm and the relevant Local Authority first before escalating your complaint.

CIVEA has no authority to intervene in the enforcement process. Only the creditor (local authority or government department) who instructed the enforcement company or agent to act can revoke a warrant or court order or instruct the enforcement company not to act upon it.

CIVEA is unable to provide advice or consider complaints on enforcement issues. If you need help, advice or support in dealing with an enforcement company, an enforcement agent or in submitting a complaint, this can be obtained by contacting a local or national advice agency. You can also consider seeking professional legal advice.

Here are some tips on how to make a complaint.

• It can be best to put your complaint in writing. If this isn't something you feel comfortable doing, you could ask a friend, carer, family member or an advice organisation to help you. If you do make a complaint over the telephone, make a note of the date and time of your call and who you spoke to.
• If you are sending a complaint in writing, write "complaint" at the top of your letter and include important details like the reference or account number, your name and address.
• Keep things brief and to the point. Set out the facts clearly and in a logical order. Say why you're not happy and what you expect the company to do about it. This will make it easier for them to consider the details.
• Send copies of any relevant paperwork that you believe supports your case. Keep a copy of any letters between you and the company in case you need to refer to them later.