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0333 320 1100
Marston - 24-hour automated payment line
0333 320 1822
Speak to Marston team to make a payment or to discuss your circumstances
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.
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.
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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