A responsible approach to resuming enforcement visits

18 August, 2020

Marston chose to cease enforcement visits on 24 March.

We did this to protect customers and the people they come into contact with, as well as our staff and enforcement agents.

Regulations preventing visits were later introduced by the Ministry of Justice, on 24 April.

New regulations mean that residential visits can resume from 24 August.

In the case of local lockdowns, we will comply with any local or creditor-specific requirements.

We know that the COVID-19 situation has, and will, affect people in different ways, including those that owe money to creditors.

Ahead of the date when visits may resume, we’ve been writing to customers that could potentially receive a visit after 24 August to give them a minimum of 30 days’ notice – and to explain how they can contact us to prevent a visit.

If a creditor has any additional requirements, then we comply fully with these.

Our highly trained team has a great deal of experience in helping with a range of circumstances, from individual vulnerabilities to financial difficulties.

Customers can also find details for free and independent debt advice on our Plain English-accredited letters.

An enforcement agent will only visit if the letters we send do not result in a customer contacting us.

If an agent does have to visit, then they will be equipped with appropriate workwear and hygiene supplies to protect and reassure staff and members of the public, in accordance with Government and Public Health England/Wales advice.

Our agents will not enter homes to take control of goods after visits resume, save for exceptional circumstances and where deemed safe for agents and customers. This policy will be regularly reviewed in line with government and public health guidance.

We will also be introducing video calls for customers that want to engage with us at the Compliance Stage – we will update as soon as we can on this new initiative.

Found in:

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
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