Marston Holdings: Complaints Procedure

Marston Holdings: Complaints Procedure

We realise that a visit from a judicial services officer 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 speedily as is possible. We do our best to carry out our work fairly and effectively, however we know that there will be times when you feel unhappy about our service.

Our aims

Marston Holdings (and its group companies) take all complaints seriously, and investigate them in a fair and consistent manner. As our services affect the public at large, we view individuals we deal with in the process of debt collection and enforcement as our customers. This means that we have customer service obligations, which we strive to uphold.

Should we ever fail to meet your expectations, or should you feel dissatisfied with our conduct in any way, we would welcome your feedback. Our telephone agents are happy to help if you wish to talk through any concerns. They are empowered to deal with concerns, and to find resolutions for you.

If, for any reason, we cannot resolve the matter over the phone, then the case will be passed to our Complaints team to handle.

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. Details of how complaints relating to the collection of such debts can be found on our website.

What to expect when you complain to us

For all your questions answered regarding our process please click here

For Marston Complaints the best method for contacting us would be to use this form

Please note that your case will be addressed quicker by using the online form, which provides us all the details we need to match your complaint against the relevant case files and initiate our complaints procedure.

Alternatively you can send an email to complaints@marstongroup.co.uk

We will respond to you within 3 working days to acknowledge receipt of the complaint. We aim to respond within 10 working days of receipt with a full response. If there is any reason why we are not in a position to do this, we will contact you to advise when you will receive a response.

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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