You wrote the complaint at 11pm, read it back, and deleted half of it because it sounded angry. Then you realised you had no idea who it was supposed to go to.
Quick answer: You send two separate complaints, not one: one to the bailiff company and one to the creditor who hired them (the council, court, HMRC or company you owe). Escalate only after that. The Enforcement Conduct Board (ECB) is the main route for accredited firms, and it has strict time limits.
Most guides tell you to “complain to the bailiffs” and stop there. The part that actually decides whether anyone listens is who gets the second letter, and when. Here is the order that works, using the current Citizens Advice and StepChange guidance.
Two letters, two different readers
Citizens Advice says to write to the bailiffs and to the creditor separately, and not to send the same letter to both. The creditor letter is about the decision to use bailiffs and how they have behaved on its behalf. The bailiff letter is about what happened on the doorstep.
- Council tax or parking debt: use the council’s own complaints process.
- County court judgment (CCJ): go to the court’s bailiff manager.
- HMRC debt: HMRC has an online complaints form.
- Child maintenance: the Child Maintenance Service.
Post both by recorded delivery and keep the receipt. StepChange advises sending complaints in writing and keeping a copy, because the date you posted it is what you will be asked to prove later.
What to put in the bailiff letter
Keep it dull and factual. Dates, times, what was said, what was taken or threatened, and which rule you think was broken. Name the National Standards for Enforcement, and the ECB’s own standards if the firm is accredited.
- The warrant, notice of enforcement, any controlled goods agreement and the fee list.
- Your own notes of every visit, even the ones where nothing happened.
- A request for body-worn camera footage. StepChange suggests asking for it, especially if a vulnerable person was involved.
- Any police crime number, if you reported a crime.
- Proof you told the creditor about a vulnerability, such as illness, a young child or a recent bereavement.
If you are still being chased while you write, read can bailiffs enter my home first so you know what they were actually allowed to do on the day.
The deadlines most people miss
| Step | Time limit (per Citizens Advice) |
|---|---|
| ECB complaint | Whichever is later: 3 months from when you first knew of the problem, or 1 month after the bailiffs’ final reply |
| Bailiffs have not replied | You can go to the ECB after 20 days |
| Non-ECB firm and trade body | Once they reply, or after 28 days with no reply |
| Covered by the ECB | Bailiff activity from 1 January 2025 onwards |
The ECB only looks at conduct from 1 January 2025. Anything older goes to the creditor, an ombudsman or the court. The ECB is free, but it will not take your case until you have tried the bailiff company first. It also handles fee disputes through a separate process.
Which body next depends on who the debt is owed to
- Council debts in England: the Local Government and Social Care Ombudsman. A deal signed in May 2025 between the Ombudsman and the ECB lets the two share information on complaints, and the Ombudsman’s finding is made against the council that hired the agents (LGO announcement).
- Magistrates’ court, HMRC or DWP debts: the Parliamentary and Health Services Ombudsman, which needs an MP to refer the case.
- Energy debts: the energy ombudsman. Phone or broadband debts: the communications ombudsman.
- High court enforcement officers who are not ECB-accredited: the High Court Enforcement Officers’ Association. Magistrates’ court fines or child maintenance bailiffs: the Civil Enforcement Association.
What a complaint will not do
It does not cancel the debt, and it does not stop the visits. Citizens Advice is clear that bailiffs can keep contacting you while a complaint is open. If the real problem is that you cannot afford the payments, a complaint is the wrong tool, and a repayment offer or Breathing Space may protect you faster. For council tax specifically, see council tax debt.
Check where you stand on the debt itself with the bankruptcy and DRO checker before you decide how hard to fight.
When it is worth going to court
Citizens Advice lists court action as a last resort: you can ask for goods or their value back, lost money, damages for injury to feelings and a refund of bailiff fees, or ask the court to remove the bailiff’s certificate so they can no longer act. If you lose you may pay costs, so speak to an adviser first. StepChange also says to take legal advice before going to court, and you can apply to the court for a detailed breakdown of disputed fees.
Still behind on the bills that started this? Talk through what happens if you stop paying or read the full debt help guide.
Wondering if they can force the door? Read can bailiffs force entry into your home.
Common questions
Can I complain about a bailiff and still owe the money?
Yes. A complaint does not wipe the debt or pause enforcement. It deals with how the bailiff behaved or what they charged, and the debt stays unless you agree a payment plan or use a formal route.
Who do I complain to if the bailiff is working for the council?
The council first, then the bailiff company. If neither fixes it, the Local Government and Social Care Ombudsman can investigate in England, and the ECB can look at accredited firms.
I did not write anything down at the time. Is it too late?
No, but write it all out tonight while you remember it. Dates, what was said, who was there. Then ask for the body-camera footage and the visit notes, which often fill the gaps.
What if the bailiffs ignore my complaint?
After 20 days with no reply you can take it to the ECB if the firm is accredited. For other firms, a trade body is the next step after 28 days.
Will complaining make them come back harder?
They can keep visiting while the complaint runs, because it does not stop enforcement. They still have to follow the rules, and a documented complaint makes any breach harder to deny.
Can I get the bailiff fees refunded?
Disputed fees follow a separate process, and a court can order a refund. Ask for a breakdown first, and take advice before applying.
This is general information, not regulated financial or legal advice. DebtShift is not authorised by the Financial Conduct Authority (FCA). For free, impartial help with debt, contact StepChange on 0800 138 1111 or visit stepchange.org. Sources: Citizens Advice, StepChange, Local Government and Social Care Ombudsman, checked October 2026.
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