Our 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.
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
Stage 1 – Complaints resolution
Please provide details of your concerns in writing including:
- your name, address, contact telephone number and account reference number;
- full details of your concern or complaint; and
- copies of any documentation that you feel might be relevant.
Directing your complaint
Make a complaint to Collectica:
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.
Complaints can be made in writing by email to firstname.lastname@example.org
or by post to: Marston, PO Box 12019, Epping, CM16 9EB
We will write 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.
We try to resolve complaints in full at this initial stage.
The best people to sort out problems are often those who provide the service, so one of our experienced and competent complaints handlers will thoroughly investigate the issues you have raised. They will, if necessary, speak with you first, and then gather views from other people connected with the matter, to make sure we fully understand the situation.
There may be a number of exchanges of correspondence at Stage 1, while we’re gathering information. Once we come to a conclusion, we will fully explain our investigations, findings and decision to you.
Stage 2 – Independent review of complaint
If you are not happy with the outcome of Stage 1, you can ask us to review the matter again.
In this case, you should clearly set out the reasons why you do not agree with the Stage 1 decision, and provide any additional evidence to support your position.
At Stage 2, one of our Complaints & Welfare Managers will investigate both the complaint itself, and how we have dealt with it. Our Complaints & Welfare Managers are independent of the factual matters that are the subject of the complaint, ensuring that their assessment is objective.
The Complaints & Welfare Manager will aim to respond to you within 10 working days with a final response. If they cannot provide a final response within 10 working days, they will contact you to let you know when to expect their final response. This final response will highlight the remaining options available to you, as described below.
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 Marston’s Independent Advisory Group, the relevant industry association or to the relevant Ombudsman (where applicable).
Review by an independent panel
Marston’s activities are reviewed by an Independent Advisory Group (IAG), comprising independent non-executive industry experts who review how we do business, and can recommend changes. Members of the IAG are not employed by the Organisation. You can ask us to refer your complaint to the IAG for a review of our Stage 2 decision. We will acknowledge your request and refer your appeal to them. The IAG 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 IAG, 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.
Industry associations and the Ombudsman
You can also write directly to the appropriate industry bodies or the Ombudsman at the Stage 3 appeal stage. You may also do so following a review by the IAG. Options include the Civil Enforcement Association (CIVEA), Local Government and Social Care Ombudsman (LGSCO) and Public Services Ombudsman – for cases in Wales only (PSO).
Please see the summary below for the appropriate options available to you:
Type of Debt Stage 3 Options
Non High Court order owed to/for: IAG, CIVEA , LGSCO, PSO
Commercial Rent Arrears
All other Non High Court orders IAG, LGSCO,PSO
High Court Writ IAG, High Court Enforcement Officers Association (HCEOA)
CIVEA contact details:
PO Box 745
Telephone: 0844 893 3922
CIVEA complaints procedure: Click here
You can find more information about how to complain on their website: Click here
(Wales only): You can find more information about how to complain on their website: Click here
Support available to our customers
It is essential that you get support and assistance if you need it. The following organisations will be able to provide advice and support:
StepChange Debt Charity provides free advice to individuals who need assistance in managing their debt and dealing with any issues or concerns about their case. Their expert advisors can help on a range of matters.
Telephone: 0800 138 1111 (Freephone)
You can get free, independent and impartial advice from your local branch of Citizens Advice.
Please see our website for further information about where help may be available: http://www.marstongroup.co.uk/customer-support/independent-debt-advice/