This part of our website tells you how to make a complaint about the actions of
a Sherforce Enforcement Officer, where to send it and how it will be dealt with.
If you want to complain you can fill in our Complaints Form online by
clicking here or you can write to us at
Sherforce
3-4 Shergroup House
Century Drive
Braintree
Essex CM77 8YG
You can also telephone our Debtor Services Team on 0845 890 9205 who will log your
complaint and ensure it is forwarded to our Complaints Officer for a full investigation.
Make a complaint?
To complain about any matter involving Sherforce you can complete the form below
and our Complaints Officer will contact you to discuss the next stage of our process.
Please ensure you provide a means for us to contact you.
How do I go about making a complaint?
First, ask yourself if your complaint is really about the actions of the Sherforce
Enforcement Officer or any other member of Sherforce. In our organisation the duties
and responsibilities are delegated to Sherforce Enforcement Officers, who carry
out the work of an Authorised Enforcement Officer, under a High Court Writ of Execution.
Remember, If you are the debtor:
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When a Writ (the court's order
for the High Court Enforcement Officer to
act) has been issued by the High Court, it
was issued at the request of the creditor.
It is the creditor who says you owe money
and decides the how it should be paid, not
the High Court Enforcement Officer. Once the
writ has been issued, the High Court Enforcement
Officer must try to collect money owed as
soon as possible; |
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If your complaint is that
you do not owe the money, or that the creditor
has refused to accept your offer to pay by
instalments, then you need to seek independent
advice on what to do to protect your position
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If you are a creditor:
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please make sure that your
complaint concerns something which it is within
the High Court Enforcement Officer's legal
powers to do |
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If you still wish to continue, the following pages
on this website will answer some of the questions
you may have about the process.
Is there a special form for making a complaint?
Yes, there is. You can obtain the Complaints Form from the Complaints Officer by
emailing him at:
complaints@sherforce.net
or by calling him on 0845 890 9205
You can also complete our online form by
clicking here and pressing the SUBMIT button at the end of the form.
Please be sure to include the time and date when the incident complained of occurred,
where this is appropriate and any other relevant information.
If you are posting the form to Sherforce then it should be sent to the address appearing
on the form.
Please:
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make your complaint as soon as possible |
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keep a copy of it since you may need it for future reference; and |
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make sure it contains all the evidence you have |
What will happen when I have made my complaint?
Your complaint will be acknowledged on the day it is received if that day is a working
day or, on the next working day if it is received when the office is closed.
Who will deal with my complaint?
Your complaint will be dealt with initially by a member of the Sherforce Complaints
Team responsible for handling complaints. A record will be made of your complaint
and the Sherforce Complaints Team will ask for a report from the High Court Enforcement
Officer concerned. Once this is received, the Sherforce Complaints Team Member responsible
for handling complaints will consider your complaint and the High Court Enforcement
Officer's report and decide whether or not your complaint appears to be justified.
You will be told of the decision of the Sherforce Complaints Team, by post, within
14 days of receipt of your complaint.
If your complaint is found to be justified, the letter will also tell you what it
is proposed should be done about it.
Do I have to accept the Sherforce Complaints Team's decision as final?
No, you do not. If you are unhappy with the decision, you can ask for the complaint
to be reviewed by the Chief Executive.
How do I ask for a review?
Enclosed with the Sherforce Complaints Team's decision will be a form. The form
asks you to indicate whether you accept that decision. If you do not, you must complete
the form to indicate you would like a review. Please send it to the address to which
you sent your original complaint. It is important that you do this as soon as possible
and preferably within 7 days of receiving the initial decision.
Your request for a review will be acknowledged on the day it is received or on the
next working day, as appropriate. When your request is received, your complaint,
the High Court Enforcement Officer's report and the Sherforce Complaints Team's
decision will be passed to the Chief Executive for consideration. You will be sent
a letter setting out the Chief Executive's decision within 7 days of receipt of
your request for a review.
If the Chief Executive decides that your complaint is justified, you will also be
told what action it is proposed should be taken.
Is there anything I can do if I am still not satisfied?
Yes, there is. You can ask the Chief Executive to set up an Appeal Board. An Appeal
Board consists of two people with knowledge and experience of enforcement law relating
to High Court Writs of Execution, such as solicitors or barristers.
They will be independent of the organisation which employs the High Court Enforcement
Officer you are complaining about. Their decision will be final.
How do I make a request that an Appeal Board is set up?
With the Chief Executive's reply to be will be a form which you can complete to
indicate that you would like an Appeal Board to be set up. Complete it and send
it to the address at the end of this leaflet. Please do this no later than 7 days
from the date you receive the Chief Executive's reply. Receipt of your request will
be acknowledged on the day it is received or, on the next working day, as appropriate.
What will the Appeal Board do?
It will take a few days to contact appropriate people to sit on the Appeal Board.
Once they have been identified, you will be told who they are, what their qualification
to sit on the Board is, and the date when they will meet.
This will not be any later than 14 days from his day your request was received.
When they meet they will consider:
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your complaint |
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the report of the Sherforce
Enforcement Officer and any other relevant
information |
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the Sherforce Complaint's
Officer's decision |
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and the Chief Executive Officer's
decision |
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No-one but the two Appeal Board members will be
allowed to attend their meeting. Their decision
will be final.
It will be accepted by the Chief Executive together with any action they recommend
should be taken if your complaint is upheld.
What Happens Next?
In the event that Sherforce cannot satisfy you that your complaint has been answered
and resolved you can apply to the Association Secretary of the High Court Enforcement
Officers Association to ask that the matter is taken through the Association’s own
Complaints Procedure.
More information is available on this at the Association's website at www.hceoa.org.uk.
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