Complaints Procedure.


We are committed to ensuring that fair treatment is embedded in every engagement with clients, customers and staff.

If we have not met your expectations, please do let us know – your comments will help us to improve our service in the future and give us the chance to put things right.

How to Make a Complaint

By email to:

By post to:

Court Enforcement Services Limited, PO Box 13230, Harlow CM20 9UH

When making your complaint please tell us as much information as possible to help us to understand your concerns.

Please make sure you provide,

  • your name, or business name, and address
  • your reference number
  • details of your complaint
  • any evidence you would like considered e.g. documents, photos

If you are complaining on behalf of somebody else, please ensure you provide written authority on behalf of the complainant.

Alternatively, you can complete our online form.

What Happens Next

When we receive your complaint our Customer Care team will record details and send you an acknowledgement within 5 working days before commencing their investigation. If you have not already done so, they will ask you to provide any additional information or evidence you would like us to consider.

At the end of our investigation we will send you our written response informing you of the outcome reached.


Stage 1: A review will be completed within 15 days of receipt. If for any reason we are delayed, we will write to you to make you aware of this. Please ensure any evidence you hold related to your complaint is provided when requested, as the response will only deal with the issues mentioned within the complaint. We will complete a full investigation of your complaint, considering your points raised, the Agent’s visit report and Body Worn Video (if relevant) and any other information we hold. A response will then be sent to you outlining the outcome of your complaint and our findings. 

Stage 2: If you remain unhappy following our response, a different member of the Customer Care team will reinvestigate to ensure that the issues raised have been appropriately assessed. Again, a response will be provided to you within 15 days if for any reason we are delayed, we will write to you to make you aware of this. 

Stage 3: Finally, if you remain dissatisfied with our investigation, a Senior Manager will review your complaint, taking into account all relevant information that has been provided or available on our systems. A Final Response will be sent to you within 20 working days.  

At this stage you have exhausted our internal complaints process. You, therefore, have the right to escalate the matter to the High Court Enforcement Officers Association (HCEOA) or seek your own independent legal advice. 

High Court Officers Association
Drake House, Gadbrook Park