Complaints Procedure
General Policy Statement

It is to some extent inevitable that the process of enforcing payment of a debt, especially through the taking control of goods, will generate complaints. People are likely to feel a great deal of resentment and anger at being threatened with the removal of their goods and at the right of the Enforcement Agent to enter their premises without their permission. This being the case the view is often expressed that the Enforcement Agent who does not generate complaints is not doing their job properly. Confero Collections Ltd does not accept this view and believes that it is dangerous to do so.

While many complaints may be unfounded and arise from a lack of understanding of a Enforcement Agent’s legal powers and function, it is also inevitable that mistakes & errors of judgement will occur from time to time despite our best endeavours to ensure they do not. If we simply regard complaints as an inevitable consequence of our actions we ignore the fact that at worst, some of the complaints may be fully justified and at best, that although a complaint is unjustified, a different approach may have resulted in a case being concluded satisfactorily without a complaint.

We will therefore treat all complaints seriously and investigate them fully. If we are wrong we will freely admit this and we will make appropriate recompense including the payment of financial compensation. We will welcome the fact that a complaint has been made because it has brought to our attention deficiencies in our service and we will learn how to avoid similar deficiencies in the future.

It is important that complainants have the right for their complaint to be considered by an independent body and if it is not possible to resolve a complaint internally then you will have the opportunity to escalate the matter to the local authority who instructed us.  If you still remain dissatisfied with their response, you can ask for your complaint to be referred to the Local Government and Social Care Ombudsman (LGSCO) at

All complaints must be made in writing and addressed to the Administration Manager, Confero Collections Ltd, PO Box 102, Banstead, Surrey SM7 9BQ. Alternatively, you can email your complaint to

Please allow 7-10 working days for a response to your complaint.
David Rowland