Fieldwork & Professional Conduct Policy
Last updated: 1 September 2026
Bentley Legal Support Services (“Bentley”, “we”, “us” or “our”) is committed to carrying out all field assignments professionally, lawfully, respectfully and with appropriate discretion.
This policy sets out the standards we expect to apply when carrying out process serving, tracing, address verification, occupancy checks, property inspections and other field services.
1. Purpose
The purpose of this policy is to establish clear standards for professional conduct during fieldwork and to ensure that assignments are carried out in a responsible and proportionate manner.
2. Scope
This policy applies to field activities undertaken by Bentley in connection with:
- Process serving
- Statutory demands
- Winding-up petitions
- Tracing and address verification
- Director address verification
- Occupancy checks
- Property inspections
- Local and neighbour enquiries
- Additional attendance attempts
- Other agreed field assignments
3. Professional Conduct
All fieldwork should be conducted with professionalism, courtesy, patience and respect for the circumstances of the assignment.
People encountered during an assignment should be treated fairly and respectfully, regardless of their role or circumstances.
4. Lawful Activity
Bentley will only undertake field activities that are lawful and within the agreed scope of the assignment.
We will not knowingly undertake an instruction that requires trespass, harassment, intimidation, deception that is unlawful or otherwise prohibited conduct.
5. Respect for Privacy
Fieldwork should be proportionate to the purpose of the assignment.
We will seek to avoid unnecessary collection of personal information and will not deliberately intrude into private spaces or activities where there is no lawful or legitimate reason to do so.
6. Identification
Where appropriate to the nature of the assignment, Bentley personnel should identify themselves truthfully and professionally when required to do so.
We will not falsely claim to be police officers, court officials, solicitors, government representatives or another authority.
7. Process Serving
Where instructed to serve a document, the assignment will be carried out according to the agreed instructions and the applicable requirements for the particular document and proceedings.
Bentley does not determine whether a particular legal method of service is valid and does not provide legal advice.
8. Interaction with Recipients
Where a recipient is present, the interaction should remain calm, professional and proportionate.
Our personnel must not threaten, intimidate, provoke or unnecessarily engage with a recipient.
Where a recipient refuses to accept a document or otherwise declines to engage, the circumstances should be recorded factually and the appropriate next step determined in accordance with the instruction.
9. Difficult or Hostile Situations
Personal safety takes priority over completing an attendance.
Where a situation becomes threatening, aggressive or unsafe, the attendance should be withdrawn or otherwise managed appropriately.
Emergency services should be contacted where an immediate safety risk or emergency exists.
10. No Harassment
Bentley will not use repeated attendance, communication or other activity for the purpose of harassing, intimidating or distressing an individual.
Further attendance should be based on the legitimate requirements of the assignment.
11. No Unnecessary Contact
Contact with individuals should be limited to what is reasonably necessary for the assignment.
We will avoid unnecessary conversations or requests for personal information.
12. Residential Properties
When attending residential premises, Bentley personnel should respect the privacy and safety of occupants and surrounding residents.
Access to private property should not be obtained without appropriate authority.
13. Commercial Properties
When attending business premises, personnel should conduct themselves professionally and avoid unnecessary disruption to employees, customers or neighbouring businesses.
14. Access and Trespass
Bentley personnel must not enter private property, buildings, restricted areas or other locations without appropriate lawful authority or permission.
Where access is not available, the circumstances should be recorded rather than bypassed through improper means.
15. Photography
Photographs may be taken where they are relevant to the agreed assignment and are lawful and appropriate in the circumstances.
Photography should be proportionate and focused on relevant evidence or observations.
Unnecessary photographs of individuals, private activities or unrelated property should be avoided.
16. Covert Photography
Any covert or less obvious method of image collection must have a legitimate and lawful purpose and should only be used where appropriate to the agreed assignment and applicable requirements.
Bentley does not undertake intrusive or unlawful surveillance as part of ordinary process-serving or field-support work.
17. GPS and Location Evidence
Where GPS or other location information is collected, it should be used only for legitimate purposes connected with the assignment or relevant business requirements.
Location information must be handled securely and in accordance with Bentley’s privacy and information-security policies.
18. Observation and Reporting
Field personnel should distinguish clearly between:
- What was directly observed
- What was reported by another person
- What was documented through photographs or other evidence
- What remains uncertain
Reports should not present assumptions, speculation or unverified statements as established facts.
19. Neighbour Enquiries
Where neighbour or local enquiries form part of an accepted assignment, enquiries should be relevant, proportionate and professionally conducted.
Personnel should not disclose unnecessary details about the underlying legal matter to people who are not involved.
20. Tracing and Address Verification
Tracing and verification work must remain focused on the legitimate purpose of the instruction.
Information should be collected from appropriate sources and handled in accordance with applicable data-protection and privacy requirements.
21. Children and Vulnerable Individuals
Particular care should be taken when an assignment involves children or individuals who may be vulnerable.
Personnel should avoid unnecessary engagement and should not seek information from a child unless there is a clear and appropriate reason to do so.
22. Information from Third Parties
Information received from neighbours, colleagues, occupants or other third parties should be recorded accurately and, where appropriate, identified as information provided by that person rather than as independently verified fact.
23. Misrepresentation
Bentley personnel must not knowingly misrepresent their identity, authority, purpose or legal powers.
Any description of the assignment must remain truthful and professionally appropriate.
24. Confidentiality in the Field
Client, case and personal information must not be unnecessarily disclosed during an attendance.
Documents, notes, phones and other devices containing confidential information should be protected from unauthorised access.
25. Handling Documents
Documents provided for service must be kept secure and protected from loss, unauthorised access or accidental disclosure.
They should only be shown or handed to the intended recipient or other person where authorised and appropriate to the assignment.
26. Vehicles and Mobile Working
Documents and devices should not be left visible or unattended in vehicles or other unsecured locations.
Personnel should take reasonable precautions when transporting confidential material between locations.
27. Personal Safety
Field personnel should consider the risks associated with an assignment before and during attendance.
This may include considering the location, time of attendance, known risks, access arrangements and available means of communication.
An assignment should be paused, changed or withdrawn where completing it would create an unreasonable safety risk.
28. Animals and Other Hazards
Personnel should take appropriate precautions where animals, hazardous premises, unsafe structures, traffic or other physical hazards are present.
They should not place themselves or others at unnecessary risk to complete an assignment.
29. Contact with Police or Authorities
Where police, emergency services or another authority attends an assignment, personnel should remain professional and provide appropriate information where legally required.
They must not falsely represent their authority or obstruct lawful activity.
30. Legal Restrictions and Court Directions
Where an assignment is subject to specific court directions, procedural requirements or legal restrictions communicated by the client, Bentley will take them into account when carrying out the agreed fieldwork.
If an instruction appears inconsistent with applicable requirements, Bentley may seek clarification before proceeding.
31. Changes in Circumstances
If circumstances at an address differ materially from the information provided, personnel should record the change and, where necessary, seek further instructions.
32. Additional Work
Field personnel must not independently expand an assignment beyond its agreed scope simply because additional information or opportunities arise.
Where further work may be useful, the client should normally be given the opportunity to authorise an additional service.
33. Acceptance of Instructions
Bentley may decline an assignment where it appears to involve unlawful conduct, inappropriate surveillance, harassment, intimidation, unreasonable risk or another activity outside our professional standards.
34. Conflicts of Interest
Fieldwork must also be carried out in accordance with Bentley’s Conflict of Interest Policy.
Where a relevant conflict is identified, the assignment may be paused, declined or transferred as appropriate.
35. Data Protection
Personal information collected during fieldwork must be handled in accordance with applicable data-protection requirements and Bentley’s Privacy Policy, Information Security Policy and Data Retention & Destruction Policy.
36. Professional Reporting
Reports should be written clearly, objectively and professionally.
They should identify relevant dates, times, locations, actions taken, observations and outcomes where appropriate to the assignment.
37. Accuracy
Personnel must not knowingly record false, misleading or materially inaccurate information.
If an error is discovered, it should be corrected promptly through an appropriate record or amended report.
38. Respect for Dignity
Bentley recognises that people encountered during fieldwork may be involved in stressful legal, financial or personal circumstances.
Our personnel should conduct themselves respectfully and avoid unnecessary embarrassment, confrontation or disclosure of sensitive information.
39. Professional Appearance
Personnel should maintain a clean, appropriate and professional appearance suitable to the nature of the assignment.
40. Communications with Clients
Where circumstances materially affect an assignment, Bentley should communicate the relevant information to the client as soon as reasonably practical.
41. Complaints and Concerns
Concerns about fieldwork should be handled in accordance with Bentley’s Complaints Procedure.
Where a concern indicates a potential breach of this policy, the matter should be reviewed and appropriate action taken.
42. Service Standards
This policy should be read alongside Bentley’s Service Standards, which set out our broader commitments concerning professionalism, discretion, accuracy, confidentiality and responsible conduct.
43. Training and Awareness
People undertaking fieldwork on behalf of Bentley should receive appropriate guidance on professional conduct, confidentiality, personal safety, data protection and the requirements relevant to their role.
44. Review and Improvement
Bentley will review this policy periodically and may update its procedures in response to changes in services, operational experience, risks, technology or applicable requirements.
45. Contact Us
Questions concerning fieldwork or professional conduct should be directed to:
Bentley Legal Support Services
Email: enquiries@bentleylegal.co.uk
Telephone: +44-7890-197837
Website: www.bentleylegal.co.uk
Related Policies
Privacy Policy | Service Standards | Conflict of Interest Policy | Information Security Policy | Data Retention & Destruction Policy
This Fieldwork & Professional Conduct Policy provides an operational framework for Bentley Legal Support Services. It should be reviewed against the company’s actual field procedures, insurance arrangements, personnel structure, training and applicable legal requirements before formal adoption.