"We are doing the right things and
seeking to do them in the right way"
High Court Enforcement Officers and Certificated Bailiffs

Debtor Advice Centre - Frequently asked questions

1. I have received a letter from Marston addressed to somebody who does not reside at my address. What should I do?

PLEASE - DO NOT IGNORE IT

If you are not the person the letter is addressed to then you have no need to worry however you should notify us immediately so that we (and other creditors) don’t continue to send letters/call. We ask you to supply a copy of a current utility bill (e.g. gas/electric/telephone) or a current tenancy agreement in your name as proof of occupancy as it is not unknown for debtors to deny their identity. You should also return the letter you received from us.

If you know the person that the letter is addressed to and/or have a forwarding address and/or telephone number, providing those details will reduce the chances of others writing to your address. It would also assist if you can tell us when they moved.

All communication should be to: Marston Group Ltd, PO Box 308, Waltham Cross, EN9 1ZN or by fax on 01992 703 703.

2. I have been contacted by Marston and I want to pay. Can I have more time?

Probably no. The debt will have been outstanding for some time and your opportunity to make an arrangement to pay over time has been missed. Our client has now obtained a court order/warrant and we are instructed to recover the debt now or seize goods.

We are unable to enter into long-term payment arrangements or offer extended time to pay. We may be able to offer a limited extension to your payment deadline however you must contact our call centre urgently on 0845 0743749 and then confirm your contact in writing to Marston Group Ltd. by:

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

It is probably now too late to challenge the matter as the warrant or order has been passed to us for recovery. Any dispute regarding the reason for the debt or the validity of the warrant/order (except if you have evidence to show that you have already settled the debt) must be directed to the creditor (our client). Marston is unable to assist or comment regarding the original contravention, offence or debt.

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

As our records show that the debt is still outstanding, we will need to see your proof of payment in order to investigate the matter. Ideally we need to see a copy of your receipt. Failing this, 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).

5. What powers do Bailiffs have?

Bailiffs (also known as Enforcement Officers) have extensive powers. They are authorised by the courts to seize your goods if you do not pay the debt. They are authorised to charge you (the debtor) for the actions they take. For full details of the powers of Bailiffs.

6. What fees and charges do I have to pay?

7. How can I complain about Marston or one of their employees?

People may be unhappy that they have had to deal with a bailiff company and/or an Enforcement Officer however this is not a reason for complaint. The option to deal direct with our client (the creditor) is always available prior to the debt being passed to ourselves.

Our aim is to collect the debt on behalf of our client in a professional, polite, discrete and effective manner. If we fail to do this then we want to hear from you. If you are unhappy about the way in which you were treated by one of our staff, or if our communication(s) did not get the message across clearly, then we want to hear from you as soon as possible. We are trying to provide the best possible service to debtors and to our clients and listening to your concerns (and acting on them) is one way of improving our service.

We would prefer that you complain to us in writing so that we are able to have the fullest details for our investigation. If this is difficult then we will take the details over the phone however it may be harder for you to remember all the details and therefore we may have to contact you again to ask you for more information.

All complaints are recorded and, if we are not able to address your complaint at the time, are subject to a full and thorough investigation.

Written complaints should be sent to the Customer Care Manager, Marston Group Ltd, PO Box 308, Waltham Cross, EN9 1ZN, or emailed to info@marstongroup.co.uk

Following our investigation you will be sent a detailed response that, where relevant, will include what actions we have taken/intend to take.

Please note - making a complaint will have no effect on the debt that you owe or the charges that you have incurred

 
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