We operate a customer care policy that takes into account the requirements of our clients,

We have telephone lines dedicated to handling calls from the public in respect of our bailiff activities, . Each inbound call is handled by an experienced member of staff who is trained to deal with all aspects of a query. All staff are trained in customer service to deal with debtors or their representatives in a tactful and professional manner. Although firm, all our operators are trained to be friendly and approachable. Our staff are available to receive calls from the public between the hours of 8:30 am to 5:00 pm Monday to Fridays. with coverage 9:00 am to 1:00 pm Saturdays. although telephone payments can still be made through the bailiff all day everyday including Sundays.

We do NOT use automated call diverters or call centres. .

The telephone system automatically captures incoming telephone numbers and should any caller abandon the call before being answered or, telephone outside of normal hours, it is our policy to return their call at our cost, at the earliest convenience.

We have in existence a ‘Complaints and Hardship’ Department with a member of staff who is employed to deal specifically with both correspondence and telephone calls from the Citizens Advice Bureaux, Solicitors and other advice bodies.

This person will work very closely with our Clients and their policies on Social Inclusion and Customer Care.

All correspondence is opened on the day of receipt and date-stamped. It is then distributed to the relevant department to be dealt with accordingly, within three working days of receipt.

We have a national agreement with Lloyds TSB Bank, which means that customers can make payments at any Lloyds TSB branch throughout the country and are only charged the sum of £1.25, this is more secure because the credit slips have personalised reference numbers and the payments are credited direct to the customer’s account.

Customers can also pay by Visa Credit Cards (4% commission is payable by the customer), Debit Cards, Direct Debit, Standing Orders, Postal Orders, Bank drafts, Building Society drafts, cheques or cash sent in a registered envelope.

We take complaints very seriously and operate a complaints system. All complaints are handled by our Complaints and Hardship Department who will aim to resolve a complaint within 14 working days of receipt. If a full response cannot be issued within that time period, the complaint is acknowledged in writing to the complainant, who is informed that it is receiving attention. If the complaint cannot be resolved within 14 working days from receipt a further letter is issued, advising of the progress. However, it is our target to resolve all complaints within this timescale.

Complaints are analysed and reviewed regularly, which enables corrective and preventative action to be taken, securing continuous improvement wherever possible.

Any complainants who do not receive a satisfactory reply are directed towards an independant complaints body.

All of our customers can expect: