{"content":[{"text":"Complaints Procedure \n A step-by-step procedure to \n enforcement officers (HCEOs)","bbox":{"left":0.147098,"top":0.17314,"width":0.292384,"height":0.045890000000000014}},{"text":"making","bbox":{"left":0.456722,"top":0.188443,"width":0.06780499999999995,"height":0.015283999999999992}},{"text":"a","bbox":{"left":0.541757,"top":0.188443,"width":0.010870999999999964,"height":0.015283999999999992}},{"text":"complaint","bbox":{"left":0.569584,"top":0.188443,"width":0.09070199999999995,"height":0.015283999999999992}},{"text":"about","bbox":{"left":0.677543,"top":0.188443,"width":0.052522999999999986,"height":0.015283999999999992}},{"text":"high","bbox":{"left":0.747604,"top":0.188443,"width":0.040198999999999985,"height":0.015283999999999992}},{"text":"court","bbox":{"left":0.804856,"top":0.188443,"width":0.048016999999999976,"height":0.015283999999999992}},{"text":"This document explains the procedures that we, the High Court Enforcement Officers \n Association Limited, will normally follow when handling complaints we receive about \n an HCEO. However, we do reserve the right to vary the procedure in any individual \n case to meet its individual circumstances, including the relaxation of time limits in \n appropriate cases.","bbox":{"left":0.147098,"top":0.234503,"width":0.706269,"height":0.07664800000000002}},{"text":"Making a complaint","bbox":{"left":0.147098,"top":0.326511,"width":0.178558,"height":0.01528400000000002}},{"text":"1","bbox":{"left":0.147098,"top":0.357268,"width":0.010345999999999994,"height":0.01528400000000002}},{"text":"You can make a complaint if you are affected by, or have experienced or \n witnessed the behaviour of the HCEO or any enforcement agent acting on his \n or her behalf. We will consider complaints from: \n  judgment creditors (people who are owed money under a court decision); \n  judgment debtors (people who owe money under a court decision); \n  other people affected by the HCEO’s behaviour; and \n  an HCEO about another HCEO.","bbox":{"left":0.205915,"top":0.357268,"width":0.6470600000000001,"height":0.10752900000000004}},{"text":"You can make a complaint on behalf of someone else, as long as they have \n given you permission, in writing, to do so. In exceptional circumstances, a \n member of your family or someone closely connected to you may make a \n complaint without having to get your permission to do so (for example, if you \n were not able to give permission because you are under age or too ill to \n manage your own affairs).","bbox":{"left":0.205915,"top":0.479996,"width":0.647553,"height":0.09212699999999996}},{"text":"If your complaint refers wholly to the conduct of an enforcement agent, then \n it would be more appropriate for you to complain to the County Court at \n which he is certificated, using the complaint form EAC2. You can check their \n details on the register maintained by the Ministry of Justice: \n https://certificatedbailiffs.justice.gov.uk","bbox":{"left":0.205915,"top":0.587445,"width":0.645089,"height":0.07664799999999994}},{"text":"The Association may also make a complaint against an HCEO.","bbox":{"left":0.205915,"top":0.694869,"width":0.507613,"height":0.015283999999999964}},{"text":"2","bbox":{"left":0.147098,"top":0.725665,"width":0.010345999999999994,"height":0.015283999999999964}},{"text":"HCEOs must operate a complaints procedure","bbox":{"left":0.205915,"top":0.725665,"width":0.368892,"height":0.015283999999999964}},{"text":"3","bbox":{"left":0.147098,"top":0.756271,"width":0.010345999999999994,"height":0.015283999999999964}},{"text":"You should first make your complaint to the relevant HCEO. Most HCEOs are \n employed by a company providing enforcement services. You can get details \n of the address for all HCEOs from our secretary (please see point 8).","bbox":{"left":0.205915,"top":0.756271,"width":0.6701520000000001,"height":0.04604099999999989}},{"text":"4","bbox":{"left":0.147098,"top":0.817635,"width":0.010345999999999994,"height":0.015283999999999964}},{"text":"HCEOs must complete the internal investigation of your complaint within 8 \n weeks of the date of receipt of the complaint, sent in writing, by email or \n other methods by which the HCEO accepts complaints. If this period is not \n complied with, without reasonable explanation, you may treat the internal \n procedure as having been exhausted.","bbox":{"left":0.205915,"top":0.817634,"width":0.647279,"height":0.07664300000000002}},{"text":"1","bbox":{"left":0.843301,"top":0.917652,"width":0.009804000000000035,"height":0.020212000000000008}}],"images_bbox":[{"left":0.729248,"top":0.045454,"width":0.123693,"height":0.093813}],"images_bbox_not_text_overlap":[{"left":0.729248,"top":0.045454,"width":0.123693,"height":0.093813}]}