Our FAQs are designed to help you with the repayment of your debt.

Marston Group appreciates how stressful this process can be, therefore our knowledge and experience is offered to assist you:

1. I have received a letter from Marston Group addressed to somebody who does not live at my address, what should I do?

If you are not the person the letter is addressed to, then please notify us immediately. A copy of a current utility bill (for example, gas/electric/water) or a current tenancy agreement in your name should be sent to us as proof of occupancy. This information can be sent by:

Please also send a copy of the letter you received from Marston Group.

Whilst you are not required by law to provide this information, it may prevent further correspondence being sent to your address.

If you have a forwarding address or telephone number for the person the letter is addressed to, your assistance in providing us with this information will reduce the chances of other creditors writing to your address.

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2. I have been contacted by Marston Group. Is it possible to have more time to make a payment?

Unfortunately, this will not be possible. It is most likely that the debt has been outstanding for some time and the opportunity to make a payment arrangement would have been presented during this period. Our client has now obtained a court order/warrant and we are instructed to seize goods in order to recover the debt.

We are unable to offer long-term payment arrangements, however we may be able to offer a limited extension to your payment deadline, depending on the case. Our Customer Contact Centre Agents are available to discuss options for a limited extension, please call: 0845 074 3749.

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3. I have a dispute relating to the contravention/offence/debt that resulted in the order/warrant being issued against me. What can I do?

An order or warrant has now been issued to Marston Group and accordingly the time to challenge the original debt/penalty/fine has elapsed. Recovery of the outstanding debt has now entered the enforcement stage.

Any dispute, regarding the debt or the validity of the order/warrant, must be directed to the creditor (our client). If you do have evidence that proves you have already settled the debt, then the receipt must be presented to us, by:

Marston Group is unable to assist or comment regarding the original debt, contravention, offence or fine. Any dispute must be addressed to the creditor.

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4. I think I have already made full payment for the debt/penalty/fine. What can I do?

Proof of payment must be provided to us immediately to confirm prior payment. As our records show that a debt is still outstanding we will need to investigate the matter.

If you are unable to provide proof of payment, the debt will remain outstanding.

We may be able to assist if you can provide a copy of the front and back of the payment cheque, which can be obtained from your bank.

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5. I no longer own the vehicle involved in the contravention/offence, what can I do?

The warrant has been issued as a consequence of you being recorded as the registered keeper of the vehicle at the time of the contravention/offence. The warrant is enforceable against you and is not limited to or related to the offending vehicle. Challenges against the original penalty/fine is addressed at point 3 above.

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6.What powers do enforcement agents (bailiffs) have?

All of Marston Group's enforcement agents are legally authorised to enforce warrants/orders on behalf of creditors. Our authority is derived from the warrant, liability order or High Court Writ.

Our agents will always produce a company issued identification card and photo on request, as well as their County Court certificate. We have the right to gain peaceful entry to your property through an open door or window (front and back of property), or by climbing over fences or gates.

It is best for you to allow our agent to enter your premises, to assess your situation, as the sooner contact is made with us the easier the process will be for you to repay your debt. If you ignore our agent, we will advise our client accordingly, who will possibly seek further legal action.

When enforcing a High Court Writ an enforcement officer has authority to use force to enter business premises. Similarly, when enforcing a distress warrant issued by a magistrates' court, an enforcement agent has the authority to use reasonable force to enter premises in order to execute that warrant. These powers will only be utilised when reasonable and appropriate and with our client's prior authority.

Please be aware that your debt will not be cancelled or overlooked and that for each visit our agent makes to the premises a new charge will be added - meaning your debt will increase.

Our agents are trained to negotiate reasonable and acceptable payment. The terms of any repayment plan must be strictly adhered to, as any breach of this agreement will result in our agent returning to the property to obtain full payment/seize goods. This will incur further charges.

Our agents are legally authorised to seize and remove any goods of value that belong to the person who owes the debt and sell these at a public auction to settle the debt.

Marston Group views the removal of goods as a final option, as we prefer to collect payment in full, however goods will be removed if acceptable payment terms cannot be agreed. A payment plan will only be granted if it is deemed necessary by the attending enforcement agent.

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7.What is the difference between an enforcement agent and a High Court Officer?

A certificated enforcement agent acts on the behalf of the magistrates' courts and local authorities and enforces distress warrants, warrants of execution and liability orders.

A High Court Enforcement Officer is authorised by the Lord Chancellor to enforce Writs issued by the High Court.

Marston Group requires its enforcement agents and High Court Officers to act in accordance with the Lord Chancellor's National Standards for Enforcement Agents. This includes:

  • acting within their legal right to attend a premise to seize goods in order to secure payment for an outstanding debt/liability order/warrant
  • producing relevant identification on request
  • acting within the law at all times
  • not using unlawful force to gain access to goods
  • producing an inventory of all seized goods and leaving this with either the debtor or on the premises
  • not discriminating on any grounds including those of age, disability, ethnicity, gender, religion or sexual orientation
  • always conducting a risk assessment before attending a debtor's premises, especially if there is/has been a threat of violence from the debtor
  • providing an account in respect of sold goods

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