HCE prides itself on exceeding expectations, providing a rigorous and attentive client service and recovering money from debtors in an ethical and professional manner.
We are constantly striving to improve our service. With your feedback, we believe that we can evolve further whilst continuing to deliver unparalleled client service.
COMPLAINTS PROCEDURE
If you feel that our service has not met your expectations, please follow the steps outlined below.
WHAT TO EXPECT
We aim in the first instance to try and resolve your concerns over the telephone, failing that, we will ask you to submit your complaint in writing, outlining your grievance (you may have already done this).
As you will appreciate in order for us to fully investigate your complaint we would ask that you provide the following information to us:
- Your full name
- Your business name
- Your home and business addresses
- Our reference number
- Parties in the Writ
- Date(s) our officer called to your address
- A clear statement of your complaint (why you are aggrieved)
- Any documentation that you feel will be useful in support of your complaint
- An indication of what you are looking for to satisfy your complaint
N.B.
We would ask that you stick only to the facts and avoid speculation.
ACKNOWLEDGEMENT
We will endeavour to acknowledge your complaint within 24 - 48 hours.
INVESTIGATION
Our Complaints Officer will carry out a full internal investigation regarding your complaint.
Some complaints are complex in their nature and therefore please allow up to 21 working days
for a full written response.
WHAT IF I DISAGREE WITH THE COMPLAINT OFFICER’S RESPONSE?
Should you disagree with the response, then your complaint will be referred to the Board of Directors of the Group for a final decision.
WHAT IF I DISAGREE WITH THE BOARD OF DIRECTORS’ FINAL DECISION?
We would in this instance ask an independent panel from the Board of Directors of the High Court Enforcement Officers Association to look at your case and either uphold, reject, or refer your complaint. (
http://www.hceoa.org.uk/)
STILL NOT SATISFIED!
There is still a remedy available to you should you still not be satisfied with the outcome. You may:
- Seek legal recourse through the courts; however you will need to obtain legal advice for this course of action.
NOTES FOR GENERAL GUIDANCE
We will not investigate any complaints regarding the following:
- Complaints that are awaiting an outcome from the courts
- Complaints that are of a frivolous or vexatious nature
- Complaints about other High Court Enforcement Officers
- Complaints about other Enforcement Agencies
You can write to the association if you are unhappy regarding the outcome of your complaint. The address to write to is:
The Secretary
High Court Enforcement Officers Association Ltd
50 Broadway
London
SW1 0RG
Telephone: 0207 152 4017
Fax: 0207 152 4001
Email:
enquiries@hceoa.org.uk
Please enclose all correspondence from you to us and from us to you, so that the association has a full picture of what has been said.
All correspondence concerning your complaint should be addressed to:
The Complaints Officer
High Court Enforcement Group
Vaughan Thomas House
141 Walter Road
Swansea
SA1 5RW
Email:
complaints@hcegroup.co.uk