Transport for London (TfL)

Transport for London (TfL) manage London’s buses, the tube network, Docklands Light Railway, London Overground, TfL Rail and London Trams. We also run Santander Cycles, London River Services, London Dial-a-Ride, Victoria Coach Station, the Emirates Air Line and London Transport Museum.

As well as controlling a 580km network of main roads and the city’s 6,000 traffic lights, they regulate London’s taxis and private hire vehicles and the Congestion Charge (CC) and Low Emission Zone (LEZ) schemes.

All their income is reinvested to run and improve services. This allows them to upgrade stations and bring in new trains, tubes and buses to continually improve capacity and reliability.


Marston

Marston work in close partnership with TfL, enforcing warrants issued in respect of unpaid penalty charges issued for non-payment of CC, Road National Compliance (RNC) and LEZ. We enforce a total of 48,500 TfL warrants per year. Work is shared with three other providers.

We have developed a strong working relationship and client satisfaction is high. We have the lowest level of complaints, lowest average fees and highest paid rate at letter stage. Our commitment to ethical recovery has not been at the expense of collection – we have continued to increase recovery rates and are consistently first or second placed. We are performing well on other debts, such as Scottish Debt and Autopay, that TfL have asked Marston to take on.

We have also assisted TfL in recovering Scottish Debt, using our sister company Scott and Co.

The client commented that: “Marston delivers an exceptional service, and our innovations, compliance, policies and the relationship have strengthened over the years and they would like this to continue.”

Responsible Approach to Consumers
Learning & Development Impact of the Year
Best Use of Credit Technology
Best Vulnerable Customer Strategy
Excellence in Enforcement
Excellence in Staff Development
Excellence in Innovation
Winner of Winners
Diversity Award
Mobile Project Team of the Year
Parking Team of the Year
Excellence in Treating Customers Fairly
accreditation thumb IIP-platinum
accreditation thumb city-guilds
accreditation thumb irrv-2016
accreditation thumb bpa
accreditation thumb civea
accreditation thumb BSI-9001-1
accreditation thumb ISO-14001-2015
accreditation thumb 18001
accreditation thumb iso-27001
accreditation thumb ISO22301