Entitled to refund of Enforcement Fee?

[dgs]

My daughter recently had been coerced by a bailiff into paying unreasonable payments over 3 months of £162.50 and two lots of £200, which were unpaid council tax of £252.50,* *£75 compliance fee and an enforcement fee of £235.* My question is : She is actually on their records as vulnerable due to a previous mental health problem and a single parent to a little 5 year old. As I understand it they were employed by the council and were quite heavy handed in their dealings with her even texting her on days of payment and getting into financial difficulties due to the amount of the payments and the short period to pay. I understand her first port of call has to be to the council who employ the bailiffs/enforcement agents. Would she in any way be able to gain a refund of the enforcement fee as they didn't follow BS procedure at the time and if they are not responsive to that go to the ombudsman regarding the matter?
Any advice and how to phrase a letter of complaint is appreciated.

[ploddertom]

Are the Bailiffs aware that she may be vulnerable? If so has she contacted them for return of the fee? I don't doubt the Council will fob her off in which case she needs to get in touch with her local Councillor(s) to act on her behalf.

[dgs]

The enforcement agent told her she was on their records as that, looking on the internet it looks like you have to get in touch with the council first because they are under their employ? And is there an Ombudsman that would be interested if anybody has any other recommendations?
Thankyou.

[ploddertom]

You can only go to the Local Government Ombudsman once all other avenues are exhausted/frustrated. As for who to go to first then yes they are acting on behalf of the Council but you must ask them first.