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Complaints |
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Although the Association is not primarily a forum for resolving disputes it is concerned about the reputation of its members and the industry in general and investigates complaints under its disciplinary procedure
Please note the ESA cannot deal with complaints:
- unless the complainant has previously attempted to resolve the matter with the member concerned;
- unless they are received in writing;
- if the enforcement agent or agency are not members of the ESA;
- about the validity of the warrant or order made by a court or the sum (not fees) due under it;
- where the complaint concerns an allegation of violence (you should refer any such allegation to the police);
- where the complaint is being dealt with by a court
How to Complain
Complaints should be made on the Association’s complaint
form which can be obtained from The Executive Director,
Enforcement Services Association, Park House, 10 Park Street,
Bristol BS1 5HX Tel: 0870 3007255. Or you may download
a copy in PDF on link below:
Click
HERE to Download the Complaints Form !
Our form requires Adobe Acrobat reader to be viewed
The form must be completed as fully as possible and accompanied by copies of all relevant documents and sent to the Executive Director (we cannot accept this form by e-mail). You should retain a copy of the form for your own record.
What Happens Next?
Your complaint will be investigated by the Association’s Executive Director who has no past or present commercial connection with any member. The Executive Director will request information from the member concerned regarding the matters raised in the complaint. The member must respond within 14 days. Based upon the information received, the Executive Director will write to you within 21 days of receiving your complaint. The letter will advise you either that:
1. The Executive Director believes your complaint has merit in which case it will be further considered by the Executive Council,
or
2. Your complaint appears to have no grounds on which to take further action against the member in which case no further action will be taken.
If your complaint is heard by the Executive Council, it will reach a decision which may involve imposing a penalty on the member, or it may dismiss the complaint as unfounded.
Appeals
If you are dissatisfied with the decision you receive, you may apply for the complaint to be referred to a panel of Independent Assessors. The Panel’s decision is final and will be binding on both parties.
Please note that the Association’s Complaints Procedure does not affect your statutory rights.
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