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

Quality Charter

Accreditations;

  • ISO 9001:2000 for civil enforcement and debt recovery
  • ISO 9001:2000 for parking enforcement and car pound management services
  • ISO 27001 for Information Security Management System (ISMS)
  • Complaints procedures to ISO 10002:2004 standard

Association and memberships

Marston Group and our management team are members of the;

  • High Court Enforcement Officers Association (HCEOA)
  • Association of Civil Enforcement Agencies (ACEA)
  • Enforcement Services Association (ESA)
  • British Parking Association (BPA)
  • Credit Services Association (CSA)
  • Data Protection

Auditing and compliance

We monitor and supervise the performance and conduct of all officers and office staff. All personnel are subject to regular formal assessments and random on the spot in-house and on street audit checks, to help ensure that fees and costs applied to warrants and liability orders are monitored.

Code of practice

Conduct of Enforcement Officers

  • All Marston officers are required to behave in a professional and courteous manner at all times.
  • If you have a complaint about an Enforcement Officer you must tell us so that we can address the matter urgently.
  • We ask that you consider whether in reality you are unhappy at having to pay the debt or are dissatisfied with the way Marston and/or our Enforcement Officer has dealt with the matter. If it is the former then we would suggest that you do not have a valid complaint. If it is the latter then please contact us as soon as possible.
  • Marston has comprehensive procedures to resolve complaints quickly and fairly. There are also independent complaints procedures through the trade associations (ACEA and ESA) and the county courts in respect of individual bailiffs' certification.

The Lord Chancellor's Department has produced National Standards for Enforcement Agents.

Training

Marston Group’s training is acknowledged within the sector as one of the most comprehensive programmes. We provide in-house and on street training packages and refresher training courses through our full-time CIPD accredited trainer.

Recruitment of employees

All potential employees go through a rigorous recruitment process that includes in-depth interviews, presentations, along with general and psychometric profile testing.

This ensures that potential workers have the suitability when recruited, and receive the best training and development to ensure a successful career, with opportunities to progress further.

Ethical initiatives

Marston Group are the only ethically audited enforcement agency in the UK.

In February 2007, Marston engaged Rockpools, the leading ethical audit consultancy, to measure Marston’ ethical standards and corporate culture against the Audit Commission benchmarks.

The ethical audit concluded;
“That Marston Group is doing the right things and is seeking to do them in the right way.”

Protecting confidential information

Marston Group and its stakeholders are not permitted to provide personal details of any matters to anyone but the debtor, or the client, unless written authorisation has been provided.

 
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