Find the answers
to frequently asked questions
We understand that the debt enforcement and collection process may seem complicated and confusing at times. Our FAQs contain all you need to know to help you avoid unnecessary fees and enforcement action, and begin the journey towards a secure, debt-free future.
If we haven't answered your question, please Contact Us or why not get help immediately through our live Webchat service found at the bottom right of your screen?
My question is about (please select):
General information
Why have I been contacted by CDER?
Your case has been passed to CDER from an authority or the Court Service. More information is available here.
Alternatively please contact us on 0330 460 5295 (local rate) so we can provide personal guidance.
I received a Notice of Enforcement while I was out, what should I do?
Your case has been passed to CDER from an authority or the Court Service. More information is available here.
Alternatively please contact us on 0330 460 5295 (local rate) so we can provide personal guidance.
What happens if I ignore the letter or Notice of Enforcement?
Please do not ignore correspondence from the CDER Group. If you fail to contact CDER after the Notice Of Enforcement has been received, an Enforcement Agent will attend the address to take control of and remove goods and you will incur additional fees.
Your vehicle can also be located by means of our Automatic Number Plate Recognition (ANPR) agents who can take control and remove your vehicle from a highway.
How can I contact you?
Please visit our Contact Us page for full details of how we can be reached.
Can I give authority for you to speak to somebody else on my behalf?
Yes you can. Please Contact Us and a member of the team will enable this on our system.
I would like to make a complaint
Details of how to make a complaint are found here: Lodge a Complaint
My debt
Where can I check my outstanding balance?
You can check your balance by registering on our Customer Portal. To register, you will need your CDER and Client Reference, located on our correspondence to you. If you cannot locate these numbers please Contact Us and a member of the team can help you.
What steps will CDER take to collect the debt?
A Notice of Enforcement will have been sent to you with the details of the debt and guidance on how to pay. We may also make attempts to contact you using email, telephone and text messages. If you fail to respond, we will send an Enforcement Agent to your address to take control of and remove goods to clear the debt.
What additional fees and charges (if any) will I have to pay?
The fees we charge are set by the government. A Compliance Fee of £75 is applied to each case. Additionally, an Enforcement Fee of £235 will be applied if an Enforcement Agent visits your property, and a Sale Fee of £110 is applied upon the start of the process of goods being removed.
Further details about fees and charges can be found at https://www.legislation.gov.uk/uksi/2014/1/schedule
Why has the amount I must pay increased?
A standard Compliance Fee of £75 is applied when the case is passed to CDER. Further fees may be applied, please see the answer to the question above for further information.
I don't think my balance is correct, what should I do?
Please Contact Us and a member of the team will provide support and guidance.
I don't agree with the information you have provided, what should I do?
Please Contact Us and a member of the team will provide support and guidance.
I don't think I owe this debt, what should I do?
Please do not ignore our correspondence. Contact us to explain your situation by telephoning 0330 460 5295. You may need to submit information or evidence.
Further information on this is found here Submit Evidence
Can I see evidence of the Penalty Charge Notice or details of the original Council Tax debt?
This information is not held by CDER. You should contact the relevant local authority or organisation directly for assistance.
Can I see evidence of the Warrant?
Please contact us, and a member of the team will help you.
I am a TFL customer and I have questions
Please visit our information page specifically for TFL customers
I am an HMCTS customer and I have questions
Please visit our information page specifically for HMCTS customers
I am a DART charge customer and I have questions
Please visit our information page specifically for DART Charge customers
Payment and payment plans
What are my payment options?
You can view your arrangement options by registering on our Customer Portal. To register, you will need your CDER and Client Reference, located on our correspondence to you. If you cannot locate these numbers please Contact Us and a member of the team can help you.
Do I have to pay? What will happen if I don't pay?
Payment must be made to prevent further action. Please click here for Ways to Pay. If you cannot afford to pay in full please Contact Us to discuss your options. If you fail pay or to contact CDER after the Notice of Enforcement has been received, an Enforcement Agent will attend the address to take control of and remove goods and you will incur additional fees.
When do I have to make payment by?/ How long do I have to pay?
The Notice of Enforcement states the date and time by which you need to make payment. If you are unsure what date and time this is, please Contact Us, and a member of the team will provide support and guidance.
I cannot afford to pay in full, can I set up a flexible payment plan?
We are here to help. Please call us now to discuss your situation and get guidance on your options. HMCTS customers call 0330 159 6553, all other cases call 0330 460 5295. Alternatively you can use our live Webchat, available 8am-4pm Monday through Friday.
I do not have the money to pay, what should I do?
Please contact us, we will do all we can to be flexible and find a way forward for you. HMCTS customers call 0330 159 6553, all other cases call 0330 460 5295.
I want to pay this but I need more time, what should I do?
We are here to help. Please call us now to discuss your situation and get guidance on your options. HMCTS customers call 0330 159 6553, all other cases call 0330 460 5295. Alternatively you can use our live Webchat, available 8am-4pm Monday through Friday.
My circumstances have changed and can't afford my agreed payment installment, what should I do?
Please contact us, we will do all we can to be flexible and find a way forward for you. HMCTS customers call 0330 159 6553, all other cases call 0330 460 5295.
Something has changed since we set up my arrangement to pay you over time, what should I do?
Please contact us, we will do all we can to be flexible and find a way forward for you. HMCTS customers call 0330 159 6553, all other cases call 0330 460 5295.
What will happen if I forget a payment?
If you forget or miss a payment the payment arrangement will break which will result in further action taking place against you. Please Contact Us urgently if you have missed a payment so we can assist you further.
I've already paid this debt, how can I stop the correspondence?
You should gather evidence of your payment and send this by email, with your CDER Reference, to customercare@contactcder.co.uk. A member of the team will review this and assist you further. Alternatively, you can send this to us via our live Webchat service which is available in the bottom right corner of our website, 8am-4pm BST Monday through Friday.
Can I send payments directly to the original creditor?
No. All payments must made directly to CDER as the case has been passed to us to deal with.
Are you allowed to take money from my wages or benefits?
No. CDER cannot deduct amounts directly from your wages or benefits. Please click the following to review your payment options Ways to Pay.
Extra support
I am in finanical difficulty, what should I do?
We know that taking the first step is the hardest, but please reach out for help. You can Contact Us for guidance, or access support at no charge from independent advice organisations. More information here.
I don't know how to start sorting my money out
We are here to help. Please call us now to discuss your situation and get guidance on your options. HMCTS customers call 0330 159 6553, all other cases call 0330 460 5295. Alternatively you can use our live Webchat, available 8am-4pm BST Monday through Friday. Alternatively, our budget calculator can be found here. This is a useful tool to help you understand your financial situation and is a great place to start.
I need someone to help me
We are here to help. Please call us now to discuss your situation and get guidance on your options. HMCTS customers call 0330 159 6553, all other cases call 0330 460 5295. Alternatively you can use our live Webchat, available 8am-4pm BST Monday through Friday.
Can I get free independent help with understanding what I can afford to pay?
We know that taking the first step is the hardest, but please reach out for help. You can Contact Us for guidance, or get support at no charge from independent advice organisations. More information here.
Where can I get free independent advice on managing my debt?
Please visit Independent Advice for links to national organisations that can provide impartial, free support and advice.
I'm struggling with other issues in my life that impact my ability to pay, what should I do?
We are sorry to hear that and we know how difficult it can be to talk, but please tell someone how you are feeling. Visit our page Extra Support to find details of people who will listen to you and not judge you.
Things are not good at the moment for me
We are sorry to hear that and we know how difficult it can be to talk, but please tell someone how you are feeling. Visit our page Extra Support to find details of people who will listen to you and not judge you.
I don't think that this is my debt
There is more than one person on the liability order and I have already paid my half, what should I do?
Both people are jointly and severally liable for the full amount outstanding. This means that either person can be pursued for the full amount.
Paying only half will not prevent further action against you.
Please Contact Us for more guidance.
I sold the vehicle before the offence took place
You need to submit evidence to us of the sale of the vehicle. Please visit Submit Evidence for full instructions.
The offence took place before I owned the vehicle
You need to submit evidence to us of the timing of the change of ownership of the vehicle. Please visit Submit Evidence for full instructions.
I never owned the vehicle the offence relates to
You need to contact the DVLA and get a letter from them which confirms you have never owned the vehicle which committed the offence(s). Please visit Submit Evidence for full instructions.
I'm the new occupier and the debt applies to the previous occupier
You will need to submit evidence to us that you are the new occupier of the property. Please visit Submit Evidence for full instructions.
The person on the letter does not live at my address
You will need to submit evidence to us that you are the occupier of the property. Please visit Submit Evidence for full instructions.
Why do I need to provide proof that someone does not live at my address
Although there is no legal obligation for you to provide such proof, doing so will be beneficial to you because we are bound as servants of the Local Authority/Court to pursue repayment at the address and cannot stop action without evidence. Further guidance is found on this page: Submit Evidence.
Can I appeal the original Penalty Charge Notice?
You must contact the Local Authority to dispute the liability of the original debt. Please note that CDER's action to recover the debt cannot be stopped unless we are instructed to do so by the Local Authority.
How can I submit evidence that this is not my debt?
Please visit Submit Evidence for full instructions.
Enforcement
What is Enforcement? How is it different from debt collection?
An 'enforceable debt' means that an Enforcement Agent has the legal authority to come to your address to take control of and remove goods to clear the debt. 'Debt collection' does not involve the enforcement process and goods cannot be removed to clear the debt.
Which types of debts are enforceable?
Debts that are enforceable include County Court Judgements, Council Tax and Non Domestic Rates Arrears, Criminal Fines, Child maintenance, Parking, Traffic and Road User fines, and money owed to HMRC.
What is an Enforcement Agent? Is it the same as a Bailiff?
Yes. Enforcement Agent is an alternative name for a Bailiff. This video produced by CIVEA (a trade association that represents enforcement agents in England and Wales) explains more about the work that enforcement agents do.
What is a warrant, a writ or a liability order?
These are the legal documents that give an Enforcement Agent or Bailiff the authority to conduct enforcement activity. If you need further information regarding this, you should seek independent legal advice or you can contact your local Citizens Advice Bureau.
How is enforcement regulated?
The CDER Group and their Enforcement Agents must act in accordance with relevant legislation such as Schedule 12 TCE Act 2007 and The Taking Control of Goods Regulations 2013. A full list of the regulations we adhere to can be found here: Standards and Legislation. If you believe we have acted outside of these, you can make a complaint. Details of how to make a complaint are found here: Lodge a Complaint Additionally, CDER are accredited by the Enforcement Conduct Board, an independent professional body that provides oversight of the enforcement industry to ensure that all those who are subject to enforcement action in England & Wales are fairly treated. More information is found on their website
I have received a letter from an Enforcement Agent, what should I do?
You must contact the Enforcement Agent on their telephone number found on the bottom of the letter. They will guide you on what to do next.
What times can an Enforcement Agent attend my address?
An Enforcement Agent can attend an address between the hours of 6am and 9pm. They can attend on any day after the date and time shown on the initial Notice of Enforcement issued to you.
How does an Enforcement Agent know where I live?
CDER are provided with an address by the relevant authority who passed the case to us. Our initial action is conducted at that address. We also use third-party tracing and DVLA checks on vehicles to try and locate customers who have moved to a new address.
What ID should an Enforcement Agent carry?
CDER's Enforcement Agents carry a copy of their certificate from the Court, as well as identification issued by CDER to confirm they are working on behalf of us.
Can I ask an Agent to see his ID?
Yes. An Enforcement Agent will show you their ID upon request.
What will the Enforcement Agent do when they visit?
The Enforcement Agent is instructed to attend the address to take control of and remove goods to clear the debt. However, they can also discuss the case with you and provide information relating to the debt, as well as ask the office to send copies of any documentation to you.
Can I stop an Enforcement Agent from acting to recover debt?
No. Obstruction of an Enforcement Agent is a criminal offence. Further details of this can be found here.
Do I have to let the Enforcement Agent in?
No you are not required to let the Enforcement Agent enter your property. However, it is often beneficial to do so as they are better able assess your situation and discuss the case discreetly from inside the property.
What does ‘taking control of goods’ mean?
Taking Control of Goods' means that the goods have been 'seized' and from that point onwards they cannot legally be tampered with or sold to a Third Party. You should seek independent legal advice or contact your local Citizen's Advice Bureau if you require further clarification.
Can I prevent my goods from being removed?
The only way to prevent goods being removed is to make a payment arrangement with the attending Enforcement Agent. It is unlawful to obstruct an agent conducting their duties. Further information can be found here.
What goods are Enforcement Agents allowed to remove? What are they not allowed to remove?
A brief summary of what items can be removed by an Agent can be found on the Citizens Advice Bureaus website here If you are unsure if goods were lawfully removed, you should seek independent advice.
Can I hide goods from an Enforcement Agent?
No, you should not hide goods from an Enforcement Agent. Enforcement Agents are legally entitled to conduct a thorough search of an address to take control of goods. It is a criminal offence to obstruct them in carrying out their duties.
Do I have to let the Enforcement Agent film their visit?
CDER's Enforcement Agents record their attendances to protect themselves and members of the public. The footage is important evidence should a complaint or a dispute about the visit arise. You are entitled to ask the Agent to switch the camera off if you wish to do so.
What should I do if goods belonging to me have been removed, and I am not the customer?
You need to send all your evidence, within 7 days of the goods being taken into control, to thirdpartykeepers@cdergroup.co.uk. You will receive an automated email reply with the process which you should follow.
What happens to my goods after they have been removed?
Your goods will be held in a secure storage facility until the balance has been cleared, where they will be made available for collection. If the balance is not paid they will be sold at auction.
When will I know where my goods are being stored?
For safety and security reasons, the storage facility address will only be provided to you once it has been confirmed the goods can be released to you subsequent to payment being made or other resolution reached.
If my goods are worth more than the debt, will I get the extra money back?
Yes. If the amount received at auction is above the amount you owe, you will receive a refund of the overpayment from the sale.
My vehicle has been clamped what can I do?
You need to contact the Enforcement Agent who is dealing with the case. Their contact information can be found on a notice posted, or on the 'warning of immobilisation' sticker which will have been placed on the vehicle.
Where is my vehicle?
If you are unaware of the location of your vehicle or who has removed it, you should initially contact the Police for clarification.
Data and privacy
How will my credit rating and credit file be affected?
Your credit rating will not be affected by this matter.
Who do CDER share information with?
Your information is only shared with CDER staff and the client who we are acting on behalf of. Further information can be found on our privacy policy.
How do you protect my information?
All information held about you is kept securely within our systems and is only accessed by authorised individuals. Further information can be found on our privacy policy.
How can I request what data you hold on me?
You can send an email with the data you require to customercare@cdergroup.co.uk and include your CDER Reference and this will then be passed to the GDPR Team. Alternatively, you can request this via our chat service in the bottom right corner of our website or by calling a member of our Call Centre. HMCTS customers call 0330 159 6553, all other cases call 0330 460 5295.
What happens to proof or evidence I submit to show that a debt is not mine?
Once your proof has been checked and accepted, it is permanently deleted from our correspondence system. Further information about this can be found at point 5 of our privacy policy under the header New Occupiers: Privacy Policy.
For other questions, please Contact Us.