specialist enforcement

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What to do if you want to complain about Sherbond ?

This part of our website tells you how to make a complaint about the actions of a Sherbond Enforcement Officer, where to send it and how it will be dealt with.

If you want to complain you can fill in our Complaints Form either by printing off a copy and sending it to us at the address below, or by completing our online version.

You can also telephone our Sherbond Team on 0845 890 9209 who will log your complaint and ensure it is forwarded to our Complaints Officer for a full investigation.

Our address for complaints to be sent to is:

Sherbond Complaints Officer
Sherbond Limited
3-4 Shergroup House
Century Drive
Braintree
Essex CM77 8YG

Whichever method you choose please ensure you provide a means for us to contact you and don't forget to:

•	make your complaint as soon as possible
•	keep a copy of it since you may need it for future reference; and
•	make sure it contains all the evidence you have

Complaint Form

Title:*

First Name:*

Family Name:*

Any Sherforce Reference:

Your Address:*

Your Contact Number:*

Your Email Address:*

Outline of Your Complaint:*

Verification code:*

How do I go about making a complaint?

First, ask yourself if your complaint is about the actions of the Sherbond Enforcement Officer working as either:

•	A High Court Enforcement Officer acting under a High Court Writ
•	A Certificated Bailiff acting under a Warrant of Distress

In our organisation some of our duties and responsibilities are delegated to Sherbond Enforcement Officers, who carry out the work of an Authorised Enforcement Officer, under a High Court Writ of Possession, Writ of Fieri Facias or Writ of Restitution.

Remember, if you are the party against whom a High Court Writ is being enforced:

•	When a Writ (the court's order for the High Court Enforcement Officer to act) has been issued by the High Court, it was issued at the request of the claimant. It is the claimant who wants back possession of the property and any outstanding debt, not the High Court Enforcement Officer. Once the Writ has been issued, the High Court Enforcement Officer must seek possession of the property as soon as “reasonably practicableE and try to collect any owed;
•	If your complaint is that you should not have to give up possession, or you do not owe the money, or that the creditor has refused to accept your offer to pay by instalments, then you need to seek independent advice on what to do to protect your position.
•	If your complaint is that you do not owe the money, or that a creditor has refused to accept your offer to pay by instalments, then you need to seek independent advice on what to do to protect your position

If you are a creditor:

•	please make sure that your complaint concerns something which it is within the High Court Enforcement Officer's legal powers to do

If you are complaining about the actions taken by Sherbond Enforcement Officers acting as Certificated Bailiffs we ask you to follow the advice appearing on the Bailiff Advice Online website which outlines the procedure to be followed if complaining about a Certificated Bailiff (www.bailiffadviceonline.co.uk).

If you still wish to continue, the following pages on this website will answer some of the questions you may have about the High Court process.

What will happen when I have made my complaint?

Your complaint will be acknowledged on the day it is received if that day is a working day or, on the next working day if it is received when the office is closed.

Who will deal with my complaint?

Your complaint will be dealt with initially by a member of the Sherbond Complaints Team responsible for handling complaints. A record will be made of your complaint and the Sherbond Complaints Team will ask for a report from the High Court Enforcement Officer concerned. Once this is received, the Sherbond Complaints Team Member responsible for handling complaints will consider your complaint and the High Court Enforcement Officer's report and decide whether or not your complaint appears to be justified. You will be told of the decision of the Sherbond Complaints Team, by post, within 14 days of receipt of your complaint.

If your complaint is found to be justified, the letter will also tell you what it is proposed should be done about it.

Do I have to accept the Sherbond Complaints Team‘s decision as final?

No, you do not. If you are unhappy with the decision, you can ask for the complaint to be reviewed by the Chief Executive.

How do I ask for a review?

Enclosed with the Sherbond Complaints Team's decision will be a form. The form asks you to indicate whether you accept that decision. If you do not, you must complete the form to indicate you would like a review. Please send it to the address to which you sent your original complaint. It is important that you do this as soon as possible and preferably within 7 days of receiving the initial decision.

Your request for a review will be acknowledged on the day it is received or on the next working day, as appropriate. When your request is received, your complaint, the High Court Enforcement Officer's report and the Sherbond Complaints Team's decision will be passed to the Chief Executive for consideration. You will be sent a letter setting out the Chief Executive's decision within 7 days of receipt of your request for a review.

If the Chief Executive decides that your complaint is justified, you will also be told what action it is proposed should be taken.

Is there anything I can do if I am still not satisfied?

Yes, there is. You can ask the Chief Executive to set up an Appeal Board. An Appeal Board consists of two people with knowledge and experience of enforcement law relating to High Court Writs of Execution, such as solicitors or barristers.

They will be independent of the organisation which employs the High Court Enforcement Officer you are complaining about. Their decision will be final.

How do I make a request that an Appeal Board is set up?

With the Chief Executive's reply to be will be a form which you can complete to indicate that you would like an Appeal Board to be set up. Complete it and send it to the address at the end of this leaflet. Please do this no later than 7 days from the date you receive the Chief Executive's reply. Receipt of your request will be acknowledged on the day it is received or, on the next working day, as appropriate.

What will the Appeal Board do?

It will take a few days to contact appropriate people to sit on the Appeal Board. Once they have been identified, you will be told who they are, what their qualification to sit on the Board is, and the date when they will meet.

This will not be any later than 14 days from his day your request was received. When they meet they will consider:

•	your complaint
•	the report of the Sherbond Enforcement Officer and any other relevant information
•	the Sherbond Complaint's Officer's decision
•	and the Chief Executive Officer's decision

No-one but the two Appeal Board members will be allowed to attend their meeting. Their decision will be final.

It will be accepted by the Chief Executive together with any action they recommend should be taken if your complaint is upheld.

What happens next?

In the event that Sherbond cannot satisfy you that your complaint has been answered and resolved then depending on the nature of the complaint against Sherbond the following will happen.

The complaint can be referred to the High Court Enforcement Officers Association for the formal complaints procedure to being.

If the complaint refers to Sherbond working in their capacity as Certificated Bailiffs then the complaint can be referred to the Court.

It is the aim of the Sherbond Complaints System to ensure all complaints are dealt with professionally and expeditiously without unnecessary recourse to the Court or Associations.

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