Help for Debtors

Complaints

We take complaints very seriously. While we regret that you feel the need to raise a complaint, it is essential to clarify that our process aims to reach an accurate conclusion based on the facts presented.

Definition of a Complaint

A complaint is any oral or written expression of dissatisfaction, formally received by our office, from an individual or their representative who has engaged with our company. This includes allegations that our actions, inactions, or the services provided by our agents or contractors have not met expectations. Written complaints include communications received via letter or email, specifically requesting formal consideration.

Our Commitment

We are committed to handling all complaints efficiently, fairly, and transparently. Our aim is to ensure that your concerns are addressed in a timely manner while continuously improving our services based on your feedback.

We are focused on using insights gained from complaints to enhance our services and prevent future issues.

How to make a complaint

By Email – customercare@highcourtwritrecovery.co.uk
By Post – FAO Complaints Officer, High Court Writ Recovery, PO Box 816, Waltham Abbey, EN8 1RG.

Online – please complete this form:

Online Complaint Form

Name(Required)
Your Address(Required)
As shown on any communication from us
Email(Required)
Drop files here or
Accepted file types: jpg, png, pdf, Max. file size: 10 MB, Max. files: 4.

    Complaints Process and Considerations

    Process

    Our internal complaints process consists of the following stages:

    1. Initial Review: Upon receipt of your complaint, we will conduct a thorough review and gather all relevant information. We aim to respond within 20 working days. If more time is needed for a detailed investigation, we will inform you of the expected timeframe.
    2. Escalation Review: If you are not satisfied with our initial response, you may escalate your complaint. A senior management team member will reassess the situation, considering any new information provided. We aim to respond within 30 working days.
    3. Final Review: Should you remain dissatisfied after the escalation, your complaint will be reviewed by a Director, who will evaluate all evidence and previous responses. A final response or guidance on next steps will be provided.

    Once Stage 3 is completed, if you are still unsatisfied with our response, you have the option to escalate your complaint to the relevant regulatory body. Please note that this body will only consider your complaint after our internal complaints process has been fully exhausted. You may also seek independent legal advice.


    Important Considerations

    Please be aware that we will not investigate complaints regarding:

    • Issues that are over 12 months from the date of the action causing your complaint
    • The legality of a writ, which is determined by the Court
    • The amount being enforced on a writ, which should be directed to the judgment creditor or the Court
    • Legal matters unrelated to enforcement actions, which are also matters for the Court
    • Complaints that are pending a decision from the Courts
    • Complaints deemed frivolous or vexatious
    • Complaints about other enforcement officers or agencies
    Instruct Us Client Zone Debtors