We know that sometimes your circumstances might change. It’s important that you call us immediately if this happens. We can then discuss your options.

Having information about your financial circumstances helps us to figure out your options.

Some websites will tell you that a court order isn’t valid unless you see an original or physical copy. This isn’t true, so don’t be misled.

Our enforcement agents will have a copy of the court order details on an electronic device.  This meets the standards required by law. Alternatively, you can make an appointment with the court to view a copy.

If you have been visited by an enforcement agent, you should speak to them about your payment options.

If you haven’t yet been visited by an enforcement agent, but have received letters from us, please call us to discuss your options. Our contact details can be found here. This gives us the best chance of helping you. Calls to our customer contact centre are charged at local rate.

We will look at what the creditor will allow,and discuss your personal circumstances.

In practice it is rare for people to be sent to prison for not paying debt. But not paying some debts, such as Council Tax or magistrates’ court fines can result in a prison sentence.

There is a process called ‘Committal’. This involves a magistrate being asked to decide whether you should be sent (committed) to prison for not paying the money you owe.

The cost of the application is £240, and would be added to the total you owe.

If the magistrate is satisfied that you have neglected, or refused, to pay the amount you owe, they will be required to send you to prison for up to 90 days.

The rules about enforcement are set by law. Laws introduced under the Tribunals, Courts and Enforcement Act 2007 set out how enforcement agents must behave, and the powers they have.

The court system, and judges, oversee how these rules are applied.

The rules of how an enforcement agent can behave are set out in The Taking Control of Goods Regulations.

There are also ombudsmen, like the Local Government Ombudsman, who can look at certain types of enforcement cases.  More information can be found on their website by clicking here.

Our enforcement agents also follow standards set in the government’s Taking Control of Goods: National Standards.  This is a voluntary code of conduct which can be found here.

We also follow standards set by industry associations, such as the Civil Enforcement Association (CIVEA).  CIVEA represents private certificated enforcement agents in England and Wales. Members must follow its Code of Conduct and Good Practice Guide which can be found here.

The High Court Enforcement Officers Association (HCEOA) represents authorised High Court Enforcement Officers.  HCEOA also has published a Code of Practice, which our agents also follow which can be found here.

Both CIVEA and HCEOA investigate complaints about their members.  Further details for CIVEA can be found here and for HCEOA, here.

Enforcement agents must carry their Enforcement Agent Certificate.

Our enforcement agents also carry our company identification and wear body worn video cameras at all times.

If you were visited by an agent and they didn’t provide any identification and weren’t wearing a body worn video camera, please contact us and let us know as much detail as you can. We will try to confirm which of our Enforcement Agents is handling your case and if they did officially visit on the day you tell us about. Our contact details can be found here.

If this has happened it could be a fraudulent person impersonating an Enforcement Agent, so it’s important that you report it to the police if we haven’t been able to confirm the Enforcement Agent as being genuine.

Our staff and officers are fully vulnerability trained and will therefore be able to help identify those are may be considered vulnerable. There are also a number of different organisations that can help if you are struggling with debt including:;

Money Advice Service

Website – www.moneyadviceservice.org.uk
Phone – 0300 500 5000

Citizens Advice Bureau

Website – www.citizenbsadviceservice.org.uk
Phone – 03444 111 444 for England and 03444 772 020 for Wales

Stepchange

Website – https://www.stepchange.org/contact-us.aspx

Advice UK

Website – www.advice.org.uk

National Debtline

Website – www.nationalidebtline.org
Phone – 0808 808 4000

Gov.uk

Website – www.gov.uk