Complaints

We take complaints against our Enforcement Providers extremely seriously. Rest assumed that anything raised with us will be fully investigated in line with the complaints policy, below.

We will acknowledge complaints as soon as we possibly can, however a full, detailed investigation may take several weeks.

Matter dependent we may or may not place the case on hold.

HCEO Complaints

HCEO Limited, including its team of Enforcement Providers prides itself on offering a first class service in relation the enforcement of judgments. If you feel our service has not met your expectations, please follow the steps outlined below and we will endeavour to resolve the matter with you.

1. Our Process

We will always try to resolve any complaint over the phone but your complaint must relate to enforcement action in which you were personally involved. You may the debtor or a third party, however we cannot consider complaints arising out of you watching or reading material published on the internet or other platforms.

If we cannot resolve your compliant over the phone we will ask you to write to us, alternatively you may prefer to email us in the first instance. In order for us to fully investigate your complaint we ask that you provide as much of the following information as possible:

Your full name
Your business name (if applicable)
Your home and/or business addresses
Our reference number
The date of our enforcement agent attending
Persons present during the enforcement attendance
A clear statement of your complaint (why you are complaining)
Any documentation or images that you feel will be useful to us
An indication of what remedy you are looking for to satisfy your complaint

2. Acknowledgement

We will aim to acknowledge your complaint within 24 – 48 working hours.

3. Investigation

Our complaints team will carry out a full internal investigation regarding your complaint.

Some complaints are complex in nature so please allow us up to 21 working days for a full written response. If we require this time to investigate we will notify you.

We will provide you with our decision in relation to your complaint along with any proposed actions on our part.

4. What happens if I disagree with the response?

Should you disagree with the response, you have 21 days from the date of our final response to ask for the decision to be referred directly to our HCEO for their review and decision.

5. What if I disagree with the decision of the HCEO?

If you are not satisfied with the outcome there are two options open to you:

You may wish to obtain legal advice and seek remedy through the courts system
Complain to the High Court Enforcement Officers Association at the following address

High Court Enforcement Officers Association (HCEOA)
Drake House
Gadbrook Park
Northwich
Cheshire
CW9 7RA

Please note you must raise any complaints with us before making contact with the HCEOA Complaints Officer.

We ask that you would please enclose all correspondence from you to us and from us to you, to ensure the Association has a full picture. This will save their Complaints Officer time.

The HCEOA will advise on the timescales for their investigation and decision. Further details can be found on the Association website.

6. In the first instance our Complaints Team contact details are:

Complaints Team
HCEO Limited
Seven Grange Lane
Pitsford, Northampton
NN6 9AP

Email is preferred: office (at) hceo.com

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