We understand that the coronavirus situation affects people in different ways. Our highly trained staff have lots of experience in helping with a range of circumstances, from individual vulnerabilities to financial difficulties.
We've also included some useful information and links further down this page.
In normal circumstances, enforcement agent visits only take place as a last resort, after our attempts to contact you have been unsuccessful. As you might have seen, we chose to stop enforcement visits during the coronavirus emergency period, to help protect you and the people you come into contact with, as well as our staff and enforcement agents.
You can still pay the money you owe, and contact us about a payment plan if you need one, using the contact details on this page or on letters you've received.
Telling us about your circumstances helps us to help you. You can send us information quickly and easily using our online form, which can be found here.
If the online form isn't working for any reason, or you prefer, you can also email us at generalenquiries@marstonholdings.co.uk.
If you are having difficulties, free and independent debt advice may be able to help. This could include advice on additional support available to you due to the coronavirus situation. You can find contact details on letters we've sent you or within these FAQs.
You can get free and independent debt advice from these organisations:
gov.uk
Visit their website here.
Citizens Advice
Citizens Advice offers, free, independent, confidential and impartial advice to everyone on their rights and responsibilities.
Visit their website here or phone 0345 404 0506 / 0344 411 1444 for England or 0344 477 2020 for Wales.
AdviceUK
AdviceUK is the UK's largest support network for free, independent advice centres.
Visit their website here or phone 0300 777 0107 or 0300 777 0108
Money Advice Service
The Money Advice Service offers free and impartial money advice to help you manage your money better.
Visit their website here or phone 0300 500 5000
StepChange Debt Charity
StepChange Debt Charity provides free advice to individuals who need assistance in managing their debt. Once referred, our customers receive priority
Visit their website here or phone 0800 138 1111
National Debtline
National Debtline provides free, confidential and independent advice to help you manage your money better.
Visit their website here or phone 0808 808 4000
Christians Against Poverty
Christians Against Poverty exist because they believe nobody should be held hostage by debt and poverty. Their friendly team will give you a listening ear in the privacy or your own home and provide a real solution to your debts.
Since they started helping people out of debt in 1996, they've helped thousands in similar situations through their professional service offered by 293 CAP Debt Centres.
Visit their website here or phone 0800 328 0006
To pay online, please click here.
To speak to one of our team to make a payment, or to discuss your circumstances in relation to Council Tax or child maintenance money you owe, phone 0333 320 2530.
Our opening hours are 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays.
Our opening hours are 9am to 5pm Monday to Friday.
To speak to one of our team to make a payment, or to discuss your circumstances in relation to High Court writ money you owe, phone 0333 320 2540.
Our opening hours are 9am to 5pm Monday to Friday.
Sort code: 30-95-74.
Account number: 00627143
Important:
Each payment method may vary in the number of days it takes for your money to reach our bank account as cleared funds. Make sure you allow enough time between the date you make your payment and the date your payment is due.
If you don't quote your reference number, we may not have enough information to update our records to show you've made payment.
The rules of how an enforcement agent can behave are set out in The Taking Control of Goods Regulations.
Our enforcement agents also follow standards set in the government's Taking Control of Goods: National Standards. This is a voluntary code of conduct which can be found here.
We also follow standards set by industry associations, such as the Civil Enforcement Association (CIVEA). CIVEA represents private certificated enforcement agents in England and Wales. Members must follow its Code of Conduct and Good Practice Guide which can be found here.
The High Court Enforcement Officers Association (HCEOA) represents authorised High Court Enforcement Officers. HCEOA also has published a Code of Practice, which our agents also follow which can be found here.
To speak to one of our team to make a payment or to discuss your circumstances, phone 0333 320 1822.
To speak to one of our team to make a payment or to discuss your circumstances in relation to Council Tax or child maintenance money you owe, phone 0333 320 2530.
Our opening hours are 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays.
To speak to one of our team to make a payment or to discuss your circumstances in relation to Legal Aid money you owe, phone 0333 320 2150.
Our opening hours are 9am to 5pm Monday to Friday.
To speak to one of our team to make a payment or to discuss your circumstances in relation to High Court writ money you owe, phone 0333 320 2540.
Our opening hours are 9am to 5pm Monday to Friday.
Marston, PO Box 324, Rossendale, BB4 0GE
Make sure that you write your name and our reference number on anything you send us and if sending us a payment, on the back of the postal order, cheque or banker’s draft so we know what the payment is for.
Media enquiries should be sent to media.enquiries@marstonholdings.co.uk. Please include any specific case details and your proposed deadline for response.
If you are not a journalist your enquiry will be forwarded to our Customer Care team. This means you will get a faster response if you use the correct online form or email address.
It is an offence to deliberately obstruct an enforcement agent when they are acting lawfully. It is also an offence to interfere with goods (your belongings) that an enforcement agent has taken control of The maximum penalty for these offences is a prison sentence of up to 51 weeks, and/or a fine.
Can an enforcement agent put their foot across the threshold of my door if it is open Enforcement agents do have the power to place a foot across the threshold of a doorway in certain limited circumstances in order to keep open a line of communication. Whether the enforcement agent does this will depend on the reason for their visit, and what positive outcome they expect to achieve.
Our enforcement agents also follow standards set in the government’s Taking Control of Goods: National Standards. This is a voluntary code of conduct which can be found here .
If an enforcement agent has already visited you, paying them the total you owe will mean your belongings won’t be removed. You can also ask the enforcement agent if a payment plan is possible. It is for the enforcement agent to decide to agree the payment plan or not, and they will take different factors into account.
If you haven’t been visited by an enforcement agent, you can call us to discuss your circumstances. Our contact details can be found on this page. We will explain your payment options to you.
There are rules about what an enforcement agent is allowed to take control of. A list can be found on page 3 of the Taking Control of Goods Regulations 2013. You can read these by clicking here.
The fees are set by law. There are two different sets of fees, depending on what type of court order has been made.
Some websites might tell you that by paying the creditor directly you can avoid enforcement fees. This isn’t true, so don’t be misled. If your debt is owed to a council, you can read confirmation from the Local Government Ombudsman here that enforcement fees must be paid.
Once a debt has been passed to an enforcement company, the fees apply even if you pay the creditor (the person or organisation you owe money to) directly. Until the total, including enforcement fees, is paid, the court order still has effect.
Fees apply for each stage of enforcement. It is not the number of letters you receive, or visits, that set the fees. It is the stage that these activities happen at that sets the fees.
* VAT may be applicable to High Court fees.
If there is more than one court order being enforced at the same time, we must apply compliance fees for each. In this case, fees for other stages of enforcement will depend on when an Enforcement Agent receives instructions to act, and whether they can reasonably enforce multiple court orders at the same time (for example, taking control of goods in relation to multiple court orders at the same time, unless it isn’t practical to do that).
In some cases, other expenses will apply, such as the cost of hiring a locksmith, storing belongings or selling belongings. The actual costs of these expenses will be charged as fees.
If there are any extra expenses, a court must agree to fees being added for these.
In some cases, only the compliance stage fee might apply even if the cases progresses to enforcement. This could happen if there is evidence during the enforcement stage that a customer is vulnerable, and was previously unable to communicate this. If a court order was made before 6 April 2014, different fees will apply.
An enforcement agent has certain powers to collect payment, or take control of goods.
Taking control of goods doesn’t necessarily mean removing them. Usually an enforcement agent will draw up a list of belongings that could be taken and sold. They will ask the customer to sign a ‘controlled goods agreement’.
While this agreement is in place, the belongings can’t be moved or sold by the customer. It is an offence to deliberately interfere with controlled goods, unless there is a lawful reason to do this.
By signing this agreement, the customer has a final chance to pay the debt. You can also ask the enforcement agent if a short term payment plan is possible. It is for the enforcement agent to decide to agree the payment plan or not.
Enforcement agents may not take control of goods if the customer is a child, or if a child and/or vulnerable person is the only person present.
If a customer chooses not to sign a controlled goods agreement, the enforcement agent may choose to remove goods immediately.
An enforcement agent can secure an entire business premises to stop goods from being removed.
The Taking Control of Goods Regulations 2013 set out what enforcement agents are and are not allowed to remove. You can read these by clicking here
Entry to premises allows enforcement agents to assess a customer’s circumstances. An enforcement agent is generally only able to enter or re-enter a property in a peaceful manner. They cannot enter under false pretences (for example, by making up a reason). They can enter by any door or any route that would usually be used to enter a property.
Enforcement agents can apply to the court for an order to force entry. In practice this generally only applies to a court order relating to a fine issued by Her Majesty’s Courts and Tribunals Service. In some cases, it might be allowed in civil cases, and allow access to third party premises.
Enforcement agents may also use reasonable force to re-enter any premises where the enforcement agent has already taken control of the goods. This is only allowed if the customer has failed to stick to the terms of the controlled goods agreement, and has been given notice of the agent’s intention.
High Court Enforcement Officers may if necessary use reasonable force to enter any business premises to enforce a High Court writ.
Trespass laws do not prevent an enforcement agent from attempting to enforce a court order.
An enforcement agent will have the right to re-enter the customer’s premises if there were insufficient goods at the time they were to be removed (for example, not enough to be meet the value of the debt you owe), or if the enforcement agent believes the customer has sufficient goods at a later time.
Taking control of goods doesn’t necessarily mean removing them. Usually an enforcement agent will draw up a list of belongings that could be taken and sold. They will ask the customer to sign a ‘controlled goods agreement’.
While this agreement is in place, the belongings can’t be moved or sold by the customer. It is an offence to deliberately interfere with controlled goods, unless there is a lawful reason to do this.
By signing this agreement, the customer has a final chance to pay the debt. You can also ask the enforcement agent if a short term payment plan is possible. It is for the enforcement agent to decide to agree the payment plan or not.
Enforcement agents may not take control of goods if the customer is a child, or if a child and/or vulnerable person is the only person present. If a customer chooses not to sign a controlled goods agreement, the enforcement agent must remove goods immediately, or leave.
An enforcement agent can secure an entire business premises to stop goods from being removed.
The Taking Control of Goods Regulations 2013 set out what enforcement agents are and are not allowed to remove. You can read these by clicking here.
Enforcement agents have different powers to enter a property (or not enter), depending on the court order.
But you can choose to let an enforcement agent in so they can assess your situation for themselves.
Whatever you decide, it’s vital that you speak to the enforcement agent. Ignoring them won’t make the issue go away for ever, and could end up costing you more in fees.
Once a court order has been made, you must pay the enforcement company or agent. Sometimes people think that paying the creditor directly will stop fees being added. This isn’t true, so don’t be misled. The court order will remain in place until the debt and fees have all been paid.
It’s important that you contact us as soon as you can to discuss payment. Our contact details can be found on this page. If you don’t, your case will progress to the next stage of enforcement. This will mean a visit from an enforcement agent, with extra fees being added to the total you owe.
You can find information on the stages of enforcement and the fees for these (set by law), within the FAQ.
Enforcement agents have certain powers to clamp vehicles.
If your vehicle has been clamped, please contact the enforcement agent. Their details will be included in a notice attached to your vehicle. They will be able to take payment, and arrange for removal of the clamp.
The agent will ask you for proof that you own the goods in question. If you are unable to prove this at the time, and the enforcement agent takes control of your goods, you can provide your proof afterwards. The agent will pass this to our client (the creditor), and if they accept this we will release your goods back to you. If the creditor does not accept your proof that you own the goods you will need to ask the court to decide on this.
Enforcement is the term for using powers to make sure a debt is paid. These powers are given by a court order.
Laws set out what enforcement agents can do, and what the fees are. (Under the old laws, enforcement agents were known as bailiffs.) There are different stages of enforcement:
This includes:
Magistrates’ courts fines
Penalty Charge Notices issued by local authorities
Liability orders issued by local authorities for unpaid council tax
A letter, called a Notice of Enforcement, is sent to the customer. (The law uses the word ‘debtor’, but we say customer instead.).
This letter tells the customer who they owe money to, and how much. It also sets out the fees that can be charged for enforcement. The letter also includes details of free debt advice that is available.
Usually, no further action will be taken for at least seven days. This seven days doesn’t include Sundays or bank holidays. But a court can choose to reduce this waiting time.
There is a fixed fee for this stage of enforcement. Further information on fees can be found within these FAQs.
This is the next stage after the compliance stage. A case will go to enforcement stage if the debt and compliance fee haven’t been paid.
At this stage, an enforcement agent will visit the customer. They will try to either collect payment, or take control of goods.
If the customer is out, an enforcement agent will leave something to say they have visited.
The fees for this stage of enforcement can be found within this FAQ.
When an enforcement agent visits and starts the process to move goods (your belongings) to somewhere they can be sold, more fees apply.
The fees for this stage of enforcement can be found within this FAQ.
A letter, called a Notice of Enforcement, is sent to the customer. (The law uses the word ‘debtor’, but we say customer instead.).
This letter tells the customer who they owe money to, and how much. It also sets out the fees that can be charged for enforcement. The letter also includes details of free debt advice that is available.
Usually, no further action will be taken for at least seven days. This seven days doesn’t include Sundays or bank holidays. But a court can choose to reduce this waiting time.
There is a fixed fee for this stage of enforcement. Further information on fees can be found within these FAQs.
The stage when an enforcement agent visits you if you haven’t replied to the Notice of Enforcement, or have asked to make a payment plan.
The fees for this stage of enforcement can be found within these FAQs.
This stage begins if you don’t pay in full or can’t agree a payment plan at the first enforcement stage; or if you don’t keep to a payment plan agreed at first enforcement stage; or if you don’t keep to a controlled goods agreement.
The fees for this stage of enforcement can be found within these FAQs.
When an enforcement agent visits and starts the process to move goods (your belongings) to somewhere they can be sold, more fees apply.
The fees for this stage of enforcement can be found within these FAQs.
A court order only applies to the person (or business) named on it.
If somebody has moved house, but their details haven’t been updated, you might receive post meant for them. Please let us know.
Sometimes we are given the wrong information, for example someone might pretend they have moved house when they haven’t. It’s an important part of our job to check that the information we’re being told is correct. We’re sorry if this is a nuisance.
If you give us proof that you live at the address, we will tell our client, and update our records. This proof (sometimes called ‘proof of residence’) can be a copy of an up to date utility bill, tenancy agreement or council tax bill. If it’s easier to take a photo of these on your phone and send that to us, that’s fine.
You can email these to us at generalenquiries@marstonholdings.co.uk.
We will update our records, then delete or destroy the information you sent us (so please don’t send us original documents, as we can’t return these).
We have different ways of checking address information. If our records suggest that the person named on the court order does still live at your address, or if you have the same family name as the person named on the court order, an enforcement agent will visit you.
If a business is named on the court order, and the business it still registered at your address, an enforcement agent will need to visit.
In practice it is rare for people to be sent to prison for not paying debt. But not paying some debts, such as Council Tax or magistrates’ court fines can result in a prison sentence.
There is a process called ‘Committal’. This involves a magistrate being asked to decide whether you should be sent (committed) to prison for not paying the money you owe.
The cost of the application is £240, and would be added to the total you owe.
If the magistrate is satisfied that you have neglected, or refused, to pay the amount you owe, they will be required to send you to prison for up to 90 days.
When we receive a warrant, we are provided with only a small amount of information about you. This is mainly information on how to contact you.
We won’t know about your current circumstances, so it’s important you tell us anything you feel we need to know that may affect your ability to pay the total amount you owe. We may be able to help.
An enforcement agent has powers to enforce a court order. Court orders such as warrants, writs or liability orders are made when people owe money. These orders give the enforcement agent certain powers to remove belongings which can be sold to raise money to pay the debt owed.
Enforcement agents are approved by the court (‘certificated’) to enforce court orders.
It is a criminal offence to deliberately obstruct an enforcement agent when they are acting in their powers. It is also an offence to interfere with goods that an enforcement agent has taken control of – hiding, damaging or moving goods are all types of interference.
There are rules about how enforcement agents can behave. These are set out in The Taking Control of Goods Regulations, which you can find here.
An enforcement agent can visit you at any time from 6am – 9pm on any weekday, including Sundays, and religious and public holidays. They don’t have to tell you when they are going to visit. If the court gives permission, an enforcement agent might be allowed to visit outside these times.
Enforcement agents must carry their Enforcement Agent Certificate.
I received a hand delivered notice while I was out, what should I do
This means an Enforcement Agent has visited you. It’s important that you the contact the Enforcement Agent as soon as you can to discuss payment.
Make sure you use the telephone number written on the hand delivered notice.
If you don’t, your case will progress to the next stage of enforcement. This will mean a further visit from an enforcement agent and extra fees may be added to the total you owe.
Does the enforcement agent have to show me a copy of the court order?
Some websites will tell you that a court order isn’t valid unless you see an original or physical copy. This isn’t true, so don’t be misled.
Our enforcement agents will have a copy of the court order details on an electronic device. This meets the standards required by law. Alternatively, you can make an appointment with the court to view a copy.
Warrants, writs and liability orders are different types of court orders. If you are named on a court order, it means that an application has been made to the court asking it to tell you to pay money you owe.
We’ve been given a court order telling us to collect money you owe. There are different types of orders, depending on who you owe money to, and why.
Warrants and liability orders are issued for debts like council tax, parking offences or criminal offences.
Some types of County Court Judgment can be passed to the High Court, where they become writs. An individual creditor or a business can apply for a CCJ if they are owed money.
Once an order has been made, enforcement agents have certain powers to recover the money owed.
Our company doesn’t buy or own any debt; we collect it for the people or organisations owed it.
If you didn’t pay the total you owe, including fees, then more fees might have been added. Fee information can be found within these FAQs.
You can give us permission over the phone or by letter to speak to someone else. The letter must be signed by the person giving their authority. If it’s over the phone, we will set up a password for you to share with the person you are happy for us to speak to. The length of time this permission lasts for depends on how it’s been given.
Enforcement agents have certain powers to clamp and remove vehicles. If your vehicle has been removed, please contact the removals team. If you pay the total you owe before your vehicle is sold, you will be able to get your vehicle back.
To speak to one of our team to make a payment to get your vehicle back, phone 01992 803 030.
Our opening hours are 9am to 5pm Monday to Friday, 9am to 1pm on Saturdays.
You can also email us using goods.removed@marstongroup.co.uk.
If you aren’t the customer named on the court order, and your vehicle has been removed, please contact us using the details above.
If you pay the total you owe before your belongings are sold, you will be able to get your belongings back.
You can also email us using goods.removed@marstongroup.co.uk.
If you aren’t the customer named on the court order, and your belongings have been removed, please contact us using the details above.
It’s important that you contact us as soon as you can to discuss payment. Our contact details can be found within these FAQs. If you don’t, your case will progress to the next stage of enforcement. This will mean a visit from an enforcement agent, with extra fees being added to the total you owe.
You can find information on the stages of enforcement and the fees for these (set by law), within these FAQs
Yes, our app lets Marston customers access and manage their cases easily and securely.
You can view up to date case details, pay cases, set-up payment plans, complete our income and expenditure form, book video or audio call back appointments, ask for support, view letters we have sent you, upload information you want us to see to support the management of your case and more.
To download our Marston App, click on the links below: App store or Play store
Please continue to try and contact the enforcement agent using the telephone number provided on the hand delivered notice. The enforcement agent may be with another customer when you call and not be able to answer the phone. Please leave them a message, if you can, and they will attempt to get back to you.
You have a number of ways to pay. These can be found within the FAQs.
You have a number of ways to contact us.
Contact us by phone
To speak to one of our team to make a payment or to discuss your circumstances, phone 0333 320 1822.
To speak to one of our team to make a payment or to discuss your circumstances in relation to Council Tax or child maintenance money you owe, phone 0333 320 2530.
Our opening hours are 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays.
To speak to one of our team to make a payment or to discuss your circumstances in relation to Legal Aid money you owe, phone 0333 320 2150.
Our opening hours are 9am to 5pm Monday to Friday.
To speak to one of our team to make a payment or to discuss your circumstances in relation to High Court writ money you owe, phone 0333 320 2540.
Our opening hours are 9am to 5pm Monday to Friday.
Contact us by email
If you haven’t found the answer you are looking for on our website, please click here and send us your question using our online form. If the online form isn’t working for any reason, email us at generalenquiries@marstonholdings.co.uk.
If you want to make a complaint, please click here for more information on our complaints process and how to make a complaint.
Contact us by post
It is always quicker and easier to contact us by phone or email. If you do need to send us anything in the post, please send it to:
Marston
PO Box 324
Rossendale
BB4 0RE
To pay by post, send a postal order, cheque or banker’s draft, made payable to ‘Marston’ to the address above.
Make sure that you write your name and our reference number on anything you send us and if sending us a payment, on the back of the postal order, cheque or banker’s draft so we know what the payment is for.
Media enquiries
Media enquiries should be sent to media.enquiries@marstonholdings.co.uk. Please include any specific case details and your proposed deadline for response.
If you are not a journalist your enquiry will be forwarded to our Customer Care team. This means you will get a faster response if you use the correct online form or email address.
If you have been visited by an enforcement agent and not able to pay the total amount you owe, you should speak to them about your payment options.
If not or you wish to pay the total amount you owe, you have a number of ways to pay.
To pay online, please click here.
To speak to one of our team to make a payment, or to discuss your circumstances in relation to Council Tax or child maintenance money you owe, phone 0333 320 2530.
Our opening hours are 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays.
Our opening hours are 9am to 5pm Monday to Friday.
To speak to one of our team to make a payment, or to discuss your circumstances in relation to High Court writ money you owe, phone 0333 320 2540. Our opening hours are 9am to 5pm Monday to Friday.
To pay by bank transfer or standing order, use the following details, and quote our reference number shown on the front of this notice to make sure we know what the payment is for.
Important:
Each payment method may vary in the number of days it takes for your money to reach our bank account as cleared funds. Make sure you allow enough time between the date you make your payment and the date your payment is due.
If you don’t quote your reference number, we may not have enough information to update our records to show you’ve made payment.
It’s always helpful to hear what we’re doing right. If you would like to give a compliment you can email it to compliments@marstonholdings.co.uk or send by post to:
Marston Group Limited
PO Box 324, Rossendale, BB4 0RE
Our Ethics Committee reviews the compliments received each month, and we award vouchers for the best compliments received.
You have a number of ways to pay. These can be found within these FAQs.
If you have been visited by an enforcement agent and not able to pay the total amount you owe, you should speak to them about your payment options.
If not or you wish to pay the total amount you owe, you have a number of ways to pay.
To pay online, please click here.
To speak to one of our team to make a payment, or to discuss your circumstances in relation to Council Tax or child maintenance money you owe, phone 0333 320 2530.
Our opening hours are 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays.
Our opening hours are 9am to 5pm Monday to Friday.
To speak to one of our team to make a payment, or to discuss your circumstances in relation to High Court writ money you owe, phone 0333 320 2540.
Sort code: 30-95-74.
Account number: 00627143
Important:
Each payment method may vary in the number of days it takes for your money to reach our bank account as cleared funds. Make sure you allow enough time between the date you make your payment and the date your payment is due.
If you don’t quote your reference number, we may not have enough information to update our records to show you’ve made payment.
Our team of trained advisers will be happy to speak to you about your situation. Please call us to discuss your circumstances. Our contact details can be found within these FAQs. Telling us about your circumstances helps us to help you.
Having information about your financial circumstances helps us to figure out your options.
If you have been visited by an enforcement agent, you should speak to them about your payment options.
If you haven’t yet been visited by an enforcement agent, but have received letters from us, please call us to discuss your options. Our contact details can be found within these FAQs. This gives us the best chance of helping you. Calls to our customer contact centre are charged at local rate.
We will look at what the creditor will allow, and discuss your personal circumstances.
You can get free and independent debt advice from these organisations: gov.uk
Visit their website here.
Citizens Advice
Citizens Advice offers, free, independent, confidential and impartial advice to everyone on their rights and responsibilities.
Visit their website here or phone 0345 404 0506 / 0344 411 1444 for England or 0344 477 2020 for Wales.
AdviceUK
AdviceUK is the UK’s largest support network for free, independent advice centres.
Visit their website here or phone 0300 777 0107 or 0300 777 0108
Money Advice Service
The Money Advice Service offers free and impartial money advice to help you manage your money better.
Visit their website here or phone 0300 500 5000
StepChange Debt Charity
StepChange Debt Charity provides free advice to individuals who need assistance in managing their debt. Once referred, our customers receive priority
Visit their website here or phone 0800 138 1111
National Debtline
National Debtline provides free, confidential and independent advice to help you manage your money better.
Visit their website here or phone 0808 808 4000
Christians Against Poverty
Christians Against Poverty exist because they believe nobody should be held hostage by debt and poverty. Their friendly team will give you a listening ear in the privacy or your own home and provide a real solution to your debts.
Since they started helping people out of debt in 1996, they’ve helped thousadns in similar situations through their professional service offered by 293 CAP Debt Centres.
Visit their website here or phone 0800 328 0006
You can. Our team of trained advisers will be happy to speak to you about your situation. Telling us about your circumstances helps us to help you.
Our contact details can be found within these FAQs. Calls to our customer contact centre are charged at local rate.
You can give us permission over the phone or by letter to speak to someone else. The letter must be signed by the person giving their authority.
If it’s over the phone, we will set up a password for you to share with the person you are happy for us to speak to. The length of time this permission lasts for depends on how it’s been given.
Once a court order has been made, you must pay the enforcement company or agent. Sometimes people think that paying the creditor directly will stop fees being added. This isn’t true, so don’t be misled. The court order will remain in place until the debt and fees have all been paid.
We know that sometimes your circumstances might change. It’s important that you call us immediately if this happens. We can then discuss your options. Our contact details can be found within these FAQs.
Once a court order has been made, an enforcement agent must act to enforce it.
We post you at least one letter to the address given to us by our client (the creditor) before an enforcement agent visits. We keep copies and records of when these letters are sent.
An enforcement agent will always carry a letter to leave you when they visit. We also keep records of where our agents have visited.
While a warrant, liability order or writ is with us for enforcement, questions, concerns and complaints should be directed to us first of all.
Our three-stage complaints process is set out below. Full details of our complaints policy can be found here.
The first step is to contact us. You can contact us by:
Filling out our online form here. If the online form isn’t working for any reason or you need to attach something to support your complaint, email us at complaints@marstonholdings.co.uk.
Sending us a letter to:
Marston
PO Box 324
Rossendale
BB4 0RE
If you aren’t happy with the outcome of the first stage, you can ask for your complaint to be reviewed by a senior customer care manager. They will not have been involved in the complaint before then. You will be asked why you disagree with the outcome, and for any additional information that might help us.
If you still aren’t happy with the outcome following Stage 2, you can ask for your complaint to be referred to either the Independent Advisory Group (IAG), the relevant industry association or to the relevant Ombudsman (where applicable).
At Stage 3, if all or part of your complaint is about data protection it is outside the scope of this complaints process. This aspect of your complaint will be forwarded to our privacy team to investigate, and they will write to you with a final response within one calendar month.
Marston’s activities are reviewed by an Independent Advisory Group (IAG), comprising independent non-executive industry experts who review how we do business, and can recommend changes. Members of the IAG are not employed by the Organisation.
You can ask us to refer your complaint to the IAG for a review of our Stage Two decision. We will acknowledge your request and refer your appeal to them.
The IAG will provide their written response and decision to you within 20 working days of the complaint being referred.
If you are not satisfied with the outcome of the review of the IAG, you may still have the right to report the matter to the Civil Enforcement Association, The High Court Enforcement Officers Association, or the relevant Ombudsman as appropriate (see below) for their consideration.
OR
You can also write directly to the appropriate industry bodies or the Ombudsman at the Stage 3 appeal stage.
If your complaint is about an Enforcement Agent enforcing a non-High Court court order for debts owed to His Majesty’s Courts and Tribunals Service (HMCTS), National Highways, or Commercial Rent Arrears Recovery (CRAR) you can contact the Civil Enforcement Association (CIVEA). They usually ask you to follow our complaints process as a first step. CIVEA’s contact details are:
PO Box 745
Wakefield
WF1 9RJ
Telephone: 0844 893 3922
CIVEA complaints procedure: Click here.
If your complaint is about an Enforcement Agent enforcing a non-High Court court order for debts owed to local authorities and anyone other than HMCTS, National Highways or CRAR, you can contact the Local Government and Social Care Ombudsman (LGSCO).The LGSCO usually ask you to follow our complaints process as a first step.
You can find more information on the LGSCO complaints process here.
If your complaint is in relation to a local authority in Wales, you can contact the Public Services Ombudsman for Wales. You can find more information on their complaints process here.
If your complaint is about an individual enforcing a High Court writ, you can contact the High Court Enforcement Officers Association. They will usually ask you to follow our internal complaints process as a first step. Their contact details are:
50 Broadway
London
England
SW1H 0RG
Telephone: 0844 824 4575
Email: enquiries@hceoa.org.uk
HCEOA complaints procedure: Click here.
Complaints policy
Marston (Holdings) Limited and its subsidiary businesses (“The Organisation”), sometimes referred to herein as “we”, “our” or “us” undertakes enforcement activity for its clients and we view any individual who we deal with in the process of enforcement as our customer. This means that we have customer service obligations which we strive to uphold, ensuring customers receive the service they are entitled to expect. We are therefore committed to excellence in complaint resolution.
We realise that contact from us or a visit from an Enforcement Agent can be an unusual, and sometimes difficult moment for any person or family. We are keen to learn from your experience, and will take all feedback seriously. We know we can always improve what we do.
We take all complaints or any expression of dissatisfaction very seriously. We will investigate in accordance with our procedure set out below and will aim to reach a resolution as quick as we can. We do our best to carry out our work fairly and effectively, however, we understand that there may be times when you feel unhappy about our service.
This policy lets you know what you can do if you’re unhappy with our service, and explains our procedure and approach to the resolution of customer complaints. If we’ve got something wrong, please tell us so we can put things right, learn from it and improve our service. We ensure a consistent approach is applied to all our customers through a transparent complaints process.
Professionalism – We are committed to achieving the high standards expected of us, and that we expect of ourselves, so your feedback is valuable.
Accountability – We will take ownership and investigate your complaint thoroughly, keeping you informed about progress and putting right anything that’s gone wrong.
Respect – We will treat you as an individual, listen to you, remain impartial, and ensure we answer your concerns.
Transparency – We will explain the details of our investigation, how we reached our decision and what we will do to put things right
Innovation – We will learn from your feedback to help us improve the customer experience.
We welcome your feedback if we have not met your expectations or you are unhappy with our service in any way. If we’ve made a mistake, we will say sorry. Our customer contact team are happy to help if you wish to talk through any concerns, they are empowered to put things right, and to find resolutions for you.
If, for any reason, you remain unhappy, then your complaint will be passed to our customer resolution team who will investigate your concerns in a fair and consistent manner, explain what happened and put things right as quickly as they can. If you’re still unhappy, you can ask us to look into your complaint for a second and final time.
You can contact us by phone, email, post or by using our online form. The ‘contact us’ section on our websites, explains how to get in touch with us.
This process does not apply to the collection of debts formed under the Consumer Credit Act 1974 (amended 2006). The collection of such debts is subject to different regulations, including Financial Conduct Authority protections, and the right of customers to report complaints to the Financial Ombudsman Service.
Please include the following information to help us understand and investigate your complaint:
Important: if you are writing to or calling us on someone else’s behalf, you will need to give us authorisation from the person to let us share confidential information about them.
We try to resolve complaints in full at this initial stage.
We will acknowledge receipt of your complaint within 3 working days.
Your complaint will be allocated to one of our experienced customer resolution officers, who will thoroughly investigate the issues you’ve raised. They may contact you if they need further information or clarification, to ensure they fully understand the situation.
We aim to resolve your complaint within 10 working days. If, we’re unable to do this, the customer resolution officer will contact you to explain why and let you know when you can expect to receive a full response.
There may be a number of contacts during Stage 1 while we’re investigating your complaint.
Once we come to a conclusion, the customer resolution officer will fully explain our findings and our decision to you.
If you’re not happy with the outcome of Stage 1, you can ask us to review your complaint.
To assist with the review please let us know why you disagree with the Stage 1 decision, and provide any additional information which may help.
At Stage 2, a senior member of our team will investigate both the complaint itself, and how we have handled it at Stage 1. They will not have been involved in the earlier investigation, this ensures that their review is objective.
They may contact you to discuss your complaint, and will aim to respond to you within 10 working days with a final response, by phone or in writing.
If they cannot provide a final response within 10 working days, they will contact you to let you know when to expect this. This response will highlight the remaining options available to you.
PO Box 745
Wakefield
WF1 9RJ
Telephone: 0844 893 3922
CIVEA complaints procedure: Click here.
If your complaint is about an enforcement agent enforcing a non-High Court order for debts owed to local authorities and anyone other than HMCTS, Highways England, or CRAR you can contact the Local Government and Social Care Ombudsman (LGSCO).
The LGSCO looks at complaints that relate to councils. They will usually ask you to follow our internal complaints process as a first step. You can find more information about how to complain on their website by visiting http://www.lgo.org.uk/make-a-complaint/
If your complaint is in relation to a local authority in Wales, you can contact the Public Services Ombudsman for Wales. You can find more information about how to complain on their website by clicking visiting https://www.ombudsman.wales/
If your complaint is about an individual enforcing a High Court writ, you can contact the High Court Enforcement Officers Association. They will usually ask you to follow our internal complaints process as a first step. Their contact details are:
50 Broadway
London
England
SW1H 0RG
Telephone: 0844 824 4575
Email: enquiries@hceoa.org.uk
HCEOA complaints procedure: Click here.
The fees are set by law. There are two different sets of fees, for High Court writs and other (non-High Court) warrants and liability orders. These can be found within these FAQs.
If we have not applied fees (set by law) correctly and you are unhappy, then please let us know by filling out our online form here.
We are sorry if we haven’t met the high standards we aim for.
Please tell us the reason for your unhappiness by filling out our online form here. This will help us to deliver good service in future.
Enforcement agents have certain powers to remove belongings. The rules of how an enforcement agent can behave are set out in The Taking Control of Goods Regulations. You can find these here.
To speak to one of our team to make a payment to get your belongings back, phone 01992 803 030. Our opening hours are 9am to 5pm Monday to Friday, 9am to 1pm on Saturdays.
You can also email us using goods.removed@marstongroup.co.uk.
If you aren’t the customer named on the court order, and your belongings have been removed, please contact us using the details above.
The rules of how an enforcement agent can behave are set out in The Taking Control of Goods Regulations.
Our enforcement agents also follow standards set in the government’s Taking Control of Goods: National Standards. This is a voluntary code of conduct which can be found here.
We also follow standards set by industry associations, such as the Civil Enforcement Association (CIVEA). CIVEA represents private certificated enforcement agents in England and Wales. Members must follow its Code of Conduct and Good Practice Guide which can be found here.
The High Court Enforcement Officers Association (HCEOA) represents authorised High Court Enforcement Officers. HCEOA also has published a Code of Practice, which our agents also follow which can be found here.
If we have not met the standards we aim to follow and you are still unhappy, then please let us know by filling out our online form here.
There are a number of things that affect whether we can agree a payment plan. These can include how long the court order has been with us, and what the creditor is willing to accept. The more information you share with us will help us with this process. But it’s important to know that if a debt won’t be paid within a certain time, it might go back to the court to be reissued. If you speak to us, we can tell you what your options are. Our contact details can be found within these FAQs.
If after contacting us to discuss your options, you are still unhappy, then please let us know by filling out our online form here.
When we receive a warrant, we are provided with only a small amount of information about you. This is mainly information on how to contact you.
We won’t know about your current circumstances, so it’s important you tell us anything you feel we need to know that may affect your ability to pay the total amount you owe. We may be able to help you, so it’s important you contact us.
To speak to one of our team to discuss your circumstances, phone 0333 320 1822.
Our opening hours are 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays.
Our app lets Marston customers access and manage their cases easily and securely.
You can view up to date case details, make payments, set up payment plans, complete our income and expenditure form, book video or audio call back appointments, ask for support, view letters we have sent you, upload information you want us to see to support the management of your case and more.
To download our Marston App, click on the link below: App store or Play store
Yes, you can give us permission over the phone or by letter to speak to someone else on your behalf. The letter must be signed by the person giving their authority.
If it’s over the phone, we will set up a password for you to share with the person you are happy for us to speak to. The length of time this permission lasts for depends on how it’s been given.
There are different types of vulnerability, each unique to an individual and many triggers that can cause a vulnerable situation, however temporary in nature.
If you are struggling, it is important that you contact us as soon as possible so that we can provide the right support at the earliest opportunity.
As well as telling the enforcement agency you’re vulnerable, tell whoever you owe money to (your ‘creditor’). For example, if you owe council tax your creditor will be the council.
We might ask for evidence that you’re vulnerable. If you can, this helps us to fully assess your situation or circumstances and supports conversations with the creditor.
You could send us a copy of:
Disclosing a vulnerability is a positive thing to do and will enable our staff to better support you through the debt management process. Our frontline colleagues and specialist teams will help ensure you receive the right support at the earliest opportunity, but only if you contact us to discuss your circumstances.
If you are vulnerable, it’s important that you contact us as soon as you can to discuss your circumstances. Our contact details can be found within these FAQs. If you don’t, your case may progress to the next stage of enforcement. This will mean a visit from an enforcement agent, with extra fees being added to the total you owe.
You can find information on the stages of enforcement and the fees for these (set by law), within these FAQs.
We understand you may have individual circumstances that make you less able than others to cope with meeting an enforcement agent, or speaking with a contact centre agent to make your own arrangements to pay the money you owe. We aim to do all that we can to make this process as simple as possible.
If you need support, it is important you contact us as soon as possible so that we can help.
We work in close partnership with the advice sector to support vulnerable customers and we will assist you in understanding your rights and provide you with tools to manage your debt including referrals to free and independent advice.
We apply a holistic approach based on individual circumstances. This means that you will be considered vulnerable on an individual basis.
When we assess a case, it may be necessary to ask for documents and information to help us, but this is only with a view to ensuring a fair outcome is achieved for vulnerable customers and to support conversations with the creditor.
We recognise that some customers we come into contact with will be vulnerable in the context of how we interact with them, by virtue of their personal circumstances.
We have a range of services and processes to support customers. Whilst many customers who need reasonable adjustments will not be vulnerable, we recognise that for some a disability such as being blind means we need to communicate with that customer in a different way. This may include providing communication in large print, Braille, or audio format.
We recognise that a language barrier, particularly when combined with other factors such as age or social isolation, may lead to individuals being potentially vulnerable. We offer a number of language resources such as, a translation or interpretation service.
Our website complies with accessibility guidelines to provide equal access and equal opportunity to people with diverse abilities.
Yes, our app lets Marston customers access and manage their cases easily and securely.
You can view up to date case details, pay cases, set-up payment plans, complete our income and expenditure form, book video or audio call back appointments, ask for support, view letters we have sent you, upload information you want us to see to support the management of your case and more.
To download our Marston App, click on the links below:
If you have been visited by an enforcement agent, you should speak to them about your circumstances and explain how this impacts your ability to pay what you owe.
If you haven’t yet been visited by an enforcement agent, but have received letters from us, please call us to discuss your options. Our contact details can be found within these FAQs. This gives us the best chance of helping you. Calls to our customer contact centre are charged at local rate.
We will look at what the creditor will allow and discuss your personal circumstances.
Our team of trained advisers will be happy to speak to you about your situation. Please call us to discuss your circumstances. Our contact details can be found within these FAQs. Telling us about your circumstances helps us to help you.
You can also get free and independent advice from debt organisations. You can find more information within these FAQs and on the back of any letters you have received from us.
Having information about your financial circumstances helps us to figure out your options and provide the right support.
You can. Our team of trained advisers will be happy to speak to you about your situation. Telling us about your circumstances helps us to help you. The sooner you contact us, the sooner we can identify the right support.
Our contact details can be found within these FAQs and detailed on any letters you have received from us. Calls to our customer contact centre are charged at local rate.
We know that sometimes your circumstances might change. It’s important that you call us immediately if this happens. We can then discuss your options. Our contact details can be found within these FAQs.
You can get free and independent debt advice from these organisations:
gov.uk
Visit their website here.
Citizens Advice
Citizens Advice offers, free, independent, confidential, and impartial advice to everyone on their rights and responsibilities.
Visit their website here or phone 0345 404 0506 / 0344 411 1444 for England or 0344 477 2020 for Wales.
AdviceUK
AdviceUK is the UK’s largest support network for free, independent advice centres.
Visit their website here or phone 0300 777 0107 or 0300 777 0108
Money Advice Service
The Money Advice Service offers free and impartial money advice to help you manage your money better.
Visit their website here or phone 0300 500 5000
StepChange Debt Charity
StepChange Debt Charity provides free advice to individuals who need assistance in managing their debt. Once referred, our customers receive priority
Visit their website here or phone 0800 138 1111
National Debtline
National Debtline provides free, confidential and independent advice to help you manage your money better.
Visit their website here or phone 0808 808 4000
Christians Against Poverty
Christians Against Poverty exist because they believe nobody should be held hostage by debt and poverty. Their friendly team will give you a listening ear in the privacy or your own home and provide a real solution to your debts.
Since they started helping people out of debt in 1996, they’ve helped thousands in similar situations through their professional service offered by 293 CAP Debt Centres.
Visit their website here or phone 0800 328 0006
Please note: Call charges may apply. Other free advice is available.
You can get free and independent debt advice from these organisations:
gov.uk
Visit their website here.
Citizens Advice
Citizens Advice offers, free, independent, confidential, and impartial advice to everyone on their rights and responsibilities.
Visit their website here or phone 0345 404 0506 / 0344 411 1444 for England or 0344 477 2020 for Wales.
AdviceUK
AdviceUK is the UK’s largest support network for free, independent advice centres.
Visit their website here or phone 0300 777 0107 or 0300 777 0108
Money Advice Service
The Money Advice Service offers free and impartial money advice to help you manage your money better.
Visit their website here or phone 0300 500 5000
StepChange Debt Charity
StepChange Debt Charity provides free advice to individuals who need assistance in managing their debt. Once referred, our customers receive priority
Visit their website here or phone 0800 138 1111
National Debtline
National Debtline provides free, confidential and independent advice to help you manage your money better.
Visit their website here or phone 0808 808 4000
Christians Against Poverty
Christians Against Poverty exist because they believe nobody should be held hostage by debt and poverty. Their friendly team will give you a listening ear in the privacy or your own home and provide a real solution to your debts.
Since they started helping people out of debt in 1996, they’ve helped thousands in similar situations through their professional service offered by 293 CAP Debt Centres.
Visit their website here or phone 0800 328 0006
Please note: Call charges may apply. Other free advice is available.
Tribunals, Courts and Enforcement Act 2007
The Taking Control of Goods Regulations 2013
The Taking Control of Goods (Fees) Regulations 2014
Taking control of goods – National standard
Civil Enforcement Association code of practice
High Court Enforcement Officers Association best practice guide
Marston - 24-hour automated payment line
Speak to Marston team to make a payment or to discuss your circumstances
Our opening hours are 8 AM to 8 PM Monday to Friday, 8 AM to 4 PM on Saturdays.
It is always quicker and easier to contact us by phone or email. If you do need to send us anything in the post, please send it to:
To pay by post, send a postal order, cheque or banker’s draft, made payable to ‘Marston’ to the address above. Make sure that you write your name and our reference number on anything you send us and if sending us a payment, on the back of the postal order, cheque or banker’s draft so we know what the payment is for.
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Business enquiries
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