Complaints Procedure
(High Court)

At Absolute Enforcement, we are committed to providing a professional, fair and transparent service. If you are dissatisfied with the conduct of one of our High Court Enforcement Agents or any member of our team, we take your concerns seriously and will ensure your complaint is handled appropriately.

This page outlines how to make a complaint, how it will be processed, and what further steps are available if you are not satisfied with the outcome.

How to Make a Complaint

Before submitting a complaint, please consider whether your concern relates to the conduct or actions of one of our Enforcement Agents or another member of the Absolute Enforcement team.

Our agents operate under the authority of a High Court Writ issued by one of our Authorised High Court Enforcement Officers. Depending on the case, the authorised officer will be either:

  • Claire Louise Sandbrook, or
  • Andrew McDermott

All enforcement activity is carried out in accordance with current legislation and the instructions provided by the High Court.

Submitting Your Complaint

To make a complaint, please email us at:
info@absoluteenforcement.com

Please include the following details to help us investigate your complaint:

  • Your full name and contact information
  • The time and date of the incident
  • The case reference or property address involved
  • A summary of the issue you are raising
  • Any supporting evidence, if available
What Happens Next?
  • Your complaint will be acknowledged within 14 working days.
  • A full written response will be issued within 28 working days of acknowledgment.
  • If your complaint is complex and further time is needed, we will let you know and keep you updated throughout.

Your complaint will be reviewed by a member of our internal Complaints Team who is not directly involved in the matter. A full report will be requested from the Enforcement Agent involved. The team will then decide whether the complaint is upheld and what, if any, action should be taken.

You will receive our decision by email (or by post, if requested), along with details of any proposed resolution.

Requesting a Review

If you are not satisfied with our response, you may request a formal review by the Authorised High Court Enforcement Officer responsible for your case.

To request a review, please email:
info@absoluteenforcement.com
Include your case reference and your reasons for requesting a review.

  • Your review request will be acknowledged within 14 working days.
  • A final response will normally be issued within 28 working days of acknowledgment.

The Authorised Officer will review your original complaint, the Enforcement Agent’s report, and the Complaints Team’s decision before issuing a final outcome. If the complaint is upheld, details of any remedial action will be included.

If You’re Still Not Satisfied

If you remain dissatisfied after completing our internal complaints process, you can escalate your concerns to the High Court Enforcement Officers Association (HCEOA).

Further information is available on their website:
www.hceoa.org.uk

Summary

We are committed to resolving complaints professionally and fairly. Our team will keep you informed throughout the process, and we aim to ensure every concern is reviewed properly and respectfully.