Customer Contact Centre
Marston Group is here to help you.
If you have received a letter from us please do not ignore it.
Please contact us immediately on 0845 074 3749 before further action is taken and additional charges incurred.
Marston Group believes in delivering a fair, yet firm service on behalf of our clients and to the customers (debtors) we collect money from.
As the largest High Court and civil enforcement agency in the UK, Marston Group provides a level of service that is flexible within its approach to help our customers with their debt repayments.
Our Customer Contact Centre is designed to help you:
- Make an online payment;
- understand the legal rights of our enforcement agents;
- understand our fees and charges; and
- answer any generic question you may have via our FAQs.
Understanding the rights of our enforcement agents
Marston Group requires all of its enforcement agents to act in accordance with its policies and procedures, which reflect the Lord Chancellor's National Standards for Enforcement Agents. Our enforcement agents will:
- act within their legal right to attend premises to seize goods to secure payment in respect of an outstanding debt/liability order;
- produce their company issued identification card (with photo) on request and their County Court certificate;
- act within the law at all times;
- not use unlawful force to gain access to goods;
- produce a detailed inventory of all seized goods and leave this with either the debtor or at the premises;
- not discriminate on any grounds including those of age, disability, ethnicity, gender, religion or sexual orientation;
- always conduct a risk assessment before attending a debtor's premises, if there is/has been a threat of violence from the debtor; and
- provide an account in respect of sold goods.
Complaints
Marston Group's Customer Care Team manages all complaints received in accordance with our published policies to produce a satisfactory outcome.
Each complaint is documented and a report, where necessary, is obtained from the relevant enforcement agent. We endeavour to respond to all complaints within 10 working days via written correspondence and will advise whether your complaint has been upheld.
Before making a complaint, we ask you to consider whether your grievance is actually with Marston Group or the enforcement agent, as opposed to factors concerning the original debt.
Marston Group is unable to deal with any complaints regarding the merits of the original penalty or proceedings. Although we are here to help you, we cannot discount or cancel any payment that is owed to a creditor.
If the complaint concerns an action of a member of staff, please contact our Customer Care Team who will address the matter urgently. Written complaints can also be sent to the:
Customer Care Manager
Marston Group Ltd
PO Box 308
Waltham Cross
EN9 1ZN
Regular analysis is carried out on all complaints received to identify trends by debt type, locality and individual agents. This analysis helps Marston Group to improve the quality of its service provision and, when appropriate, instigate disciplinary action that will address and provide a solution aimed at preventing any future incidents. For example, if a member of staff requires further training, Marston Group will ensure this takes place immediately.
Audit and compliance of all Marston Group staff
All personnel are subject to regular formal assessments plus random 'on the spot' in-house and on-street audit checks. These checks are carried out by our in-house audit team, who verify that fees and charges applied to warrants and liability orders comply with the allowed fees and charges.
