Citizens Advice has published research on bailiff complaints which shows that 72% of people who experience a bailiff breaking the rules do not complain at all.
The report highlights that there are significant barriers to making complaints and, when people do, the process doesn’t work:
- The complaints process isn’t independent and bailiff firms are seen to shift the blame while complainants are kept in the dark.
- Complaints lead to unsatisfactory outcomes. Remedial action rarely leads to a bailiff being penalised for breaking the rules.
- This lack of consequence serves to deter future complaints.