Complaints about bailiff/enforcement officers
Request ID: FOI-0012-1718
Date published: 29 June 2017
You asked
1) Please can you tell me how many complaints have been received, for each year of 2014, 2015, 2016 and 2017, about bailiffs/enforcement officers and/or their company.
2) For each complaint received, please provide a name for the company that represents the bailiff/enforcement officer on the end of the complaint.
3) Please provide information on how many of these complaints were upheld.
4) For each complaint upheld, please tell me what action was taken.
We answered
Our ref: FOI-0012-1718
Thank you for your request received by Transport for London (TfL) on 1 April 2017 asking for information about complaints regarding bailiffs/enforcement officers. I am sorry for the delay in replying.
Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold the information you require.
Please can you tell me how many complaints have been received, for each year of 2014, 2015, 2016 and 2017, about bailiffs/enforcement officers and/or their company.
1) For each complaint received, please provide a name for the company that represents the bailiff/enforcement officer on the end of the complaint.
2) Please provide information on how many of these complaints were upheld
The Transport for London Road Network is made up of London’s busiest routes. While accounting for just 5 per cent of road space it carries 30 per cent of the Capital’s traffic. We administer restrictions across our network in order to keep traffic moving and not for the purpose of raising revenue.
Similarly we administer the Congestion Charge in order to reduce congestion in central London and we endeavour to run the scheme in a fair and reasonable manner.
When a motorists incurs a penalty we offer them the opportunity to pay at the reduced rate of £65 or to submit a representation to us challenging the penalty. We only issue a warrant to our contracted bailiffs when we have issued a minimum of three notices and the penalty remains unpaid.
The table below details the complaints we have received about our contracted bailiffs from 1 January 2014 to 31 March 2017
| Year | JBW | TASK | Equita | Marston's | Total | Upheld |
| 2014 | 30 | 33 | 14 | 14 | 91 | 8 |
| 2015 | 16 | 12 | 15 | 9 | 52 | 3 |
| 2016 | 7 | 6 | 4 | 8 | 25 | 2 |
| 2017 | 1 | 1 | 2 | 1 | 5 | 1 |
3) For each complaint upheld, please tell me what action was taken
A total of 14 complaints were upheld. In terms of action taken; in five cases we asked the bailiffs to make a compensation payment to the customer along with a full refund. In six cases a full refund was given and the outstanding penalties cancelled, two cases resulted in the penalties being cancelled and one case resulted in us accepting a reduced payment for the penalty.
If this is not the information you are looking for please do not hesitate to contact me.
If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.
Yours sincerely
Graham Hurt
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
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