Complaints

Marston Recovery complaints procedure

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.

Stage 1 – Investigation and resolution

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 [email protected].

Sending us a letter to:

Marston
PO Box 12019
Epping
CM16 9EB

Stage 2 – review

If you aren’t happy with the outcome of the first stage, you can ask for your complaint to be reviewed by a senior member of the team.  To assist with the review please let us know why you disagree with the Stage 1 decision and provide any additional information that might help us.

Stage 3 – appeal process

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, 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 Recovery – Complaints policy

Introduction

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.

Our promise to you

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.

Approach

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.

Information that will help us

Please include the following information to help us understand and investigate your complaint:

  • our reference number(s) (this can be found on any letters we have sent you)
  • your full name and address, including postcode your contact number, or preferred method of contact
  • what went wrong and why
  • when it happened
  • who you spoke to
  • how you would like us to put it right
  • copies of any documentation that may support your concerns

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.

What you can expect from us

Stage 1 – investigation and resolution

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.

Stage 2 – review

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.

Stage 3 – appeal process
If you still aren’t happy with the outcome following stage two, you can ask for your complaint to be referred to either the Independent Advisory Group, 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.
 

Review by independent panel

Marston’s activities are reviewed by an independent Advisory Group, comprising independent non-executive industry experts who review how we do business, and can recommend changes.  Members of the Independent Advisory Group are not employed by the Organisation.
 
You can ask us to refer your complaint to the Advisory Group for a review of our Stage 2 decision. We will acknowledge your request and refer your appeal to them. The Advisory Group 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 by the Advisory Group, you 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
 

Industry associations and the Ombudsman

Complaints regarding members may also be made to industry bodies or the Ombudsman. 
 
If your complaint is about an enforcement agent enforcing a non-High Court order for debts owed to Her Majesties Courts and Tribunals Service (HMCTS), Highways England, or Commercial Rent Arrears Recovery (CRAR) you can contact the Civil Enforcement Association (CIVEA). They will usually ask you to follow our internal complaints process as a first step.  CIVEA’s contact details are:
CIVEA

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:

HCEOA

50 Broadway
London
England
SW1H 0RG
Telephone: 0844 824 4575
Email: [email protected]
HCEOA complaints procedure: Click here.

Contact us

Transfer Up instruction form

This service allows you to apply for County Court Judgments to be transferred to the High Court for enforcement.

Writ of delivery instruction form

Our Enforcement Officers are well equipped and experienced in recovering all types of fixed assets whether it be a single car or fleet.

Money judgment enforcement form

We can enforce judgments obtained in the High Court and almost any judgment issued in the County Court.

Commercial forfeiture instruction form

Landlords may instruct us to take peaceful possession of their commercial property.

CRAR enforcement form

Instruct us to recover commercial rent arrears.

Trespasser removal enforcement form

We can handle the process quickly and resolutely. Our dedicated team will attend the scene on receipt of the warrant and effect eviction without delay.

Residential possession enforcement form

Instruct us for evicting residential tenants.

Process serving and tracing instruction form

We specialise in process serving throughout England and Wales. Court and legal documents are served on a same day-basis when required. We also undertake trace enquiries.

Employment Tribunal Enforcement Form

Instruct us to enforce employment tribunal awards. We can apply to the court to register the award as a Judgment.

European Enforcement Order Instruction Form

If you have a Judgment from a Country outside of the Jurisdiction of England and Wales but where the Debtor resides in England and Wales then we can assist you.

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Make a payment

Other ways to pay Marston:

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

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For payments to Engage Services:

0333 3206 200

Speak to Engage Services team to make a payment

Client support

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Project Centre Limited

0330 1358 950

Business enquiries

Business enquiries form

Use our online form and a member of our team will be in touch as soon as possible.

Customer support

Speak to Marston team to make a payment or discuss your circumstances:

0333 320 1822

Our opening hours are 8 AM to 8 PM Monday to Friday, 8 AM to 4 PM on Saturdays.

Contact 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 12019,
Epping, CM16 9EB

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.

If you are an Engage Services customer,

click here for help,

or to speak to one of our team, call

0333 320 6200

.

If you have received a Penalty Charge Notice (PCN) you must follow the instructions on the reverse of the notice which contains full contact details for the applicable enforcing authority.

Client support

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Project Centre Limited

0330 1358 950

Business enquiries

Business enquiries form

Use our online form and a member of our team will be in touch as soon as possible.

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For more information

Videalert Limited

The Clock House, 87 Paines Lane, Pinner, Middlesex, HA5 3BY

Business enquiries form

Use our online form and a member of our team will be in touch as soon as possible.

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For more information

NSL Limited

Rutland House, 8th Floor, 148 Edmund street, Birmingham, B3 2JR.

If you have received a Penalty Charge Notice (PCN) you must follow the instructions on the reverse of the notice which contains full contact details for the applicable enforcing authority.

0333 3203 355

Business enquiries

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Business enquiries form

Use our online form and a member of our team will be in touch as soon as possible.

Client support

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For more information

Engage

Wavell House, Holcombe Road, Rossendale BB4 4NB

0333 320 6200

Business enquiries

Business enquiries form

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Client support

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Marston High Court

Rutland House, 8th Floor, 148 Edmund street, Birmingham, B3 2JR.

0333 3202 549

Business enquiries

Contact by post:

Embassy House, 60 Church Street,
Birmingham, B3 2DJ
DX 13014 Birmingham.

Business enquiries form

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Project Centre Limited

0330 1358 950

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Scott & Co (Scotland) LLP

9 Melville Crescent Edinburgh, EH3 7LZ

0333 3206 871

Business enquiries

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Project Centre Limited

0330 1358 950

Business enquiries

Business enquiries form

Use our online form and a member of our team will be in touch as soon as possible.

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Project Centre Limited

0330 1358 950

Business enquiries

Business enquiries form

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Project Centre Limited

0330 1358 950

Business enquiries

Business enquiries form

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Project Centre Limited

0330 1358 950

Business enquiries

Business enquiries form

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Marston Holdings

Rutland House, 8th Floor, 148 Edmund street, Birmingham, B3 2JR.

0333 3203 355

Business enquiries

0333 3202 985

Media enquiries

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ParkTrade Europe AB

Sturegatan 16, 114 36 Stockholm, Sweden

+46 8 663 54 00

Business enquiries

+44 333 3202 985

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Project Centre Limited

0330 1358 950

Business enquiries

Business enquiries form

Use our online form and a member of our team will be in touch as soon as possible.