TASK Enforcement, part of the Marston Holdings group of companies, offers a professional and pragmatic approach to debt recovery.
To pay online, click here
To pay by 24-hour automated payment line, please call 0333 320 1100.*
To speak to a member of the team to make payment or to discuss direct debit options, phone 0333 320 1820.*
Our opening hours are 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays.
* Call from a landline will be charged at a local rate. Charges for calls from a mobile may vary.
Our debt recovery experts are well trained professionals who take a pragmatic approach to collection that gives us excellent collection rates with fewer complaints, even positive feedback from debtors.
Our team of enforcement agents work on behalf of central and local government clients and are supported by a dedicated back office team and a larger shared service centre. Using technologies such as ANPR, online customer/client portals and bespoke iPad apps the team carry out over 200 enforcement actions daily.
Data security and quality is paramount and the service is individually accredited and audited regularly and mystery shopped by our Professional Standards Unit. All staff carry secure footage video badges and real-time tracking for quality monitoring and reviews. In addition to processing warrants and liability orders for councils, Transport for London and The Royal Parks we also assist local police forces and their local authorities with joint operations to take dangerous vehicles off the road. The same expertise and professionalism can be applied to other forms of debt collection such as non-domestic rates.
Please ensure you have your reference number and details to hand.
Payment online
To pay online, click here
Call us
To pay by 24-hour automated payment line, please call 0333 320 1100.*
To speak to a member of the team to make payment or to discuss direct debit options, phone 0333 320 1820.*
Our opening hours are 8am to 8pm Monday to Friday and 8am to 4pm Saturday.
Banking
To pay by bank transfer or standing order, please use:
Sort code: 30-95-74
Account number: 00627143
Please quote your reference number to make sure we know what the payment is for.
To pay by bank giro credit, please use the pre-printed slip provided on your letter. Make sure you put your name and reference number in the right section, so we know what the payment is for.
Post
To pay by post, you can send a Postal Order, cheque or bank draft, made payable to ‘Marston’. Payment made this way must be for the full amount, and sent to:
PO BOX 12019,
Epping
CM16 9EB.
Please make sure that you write your name and reference number clearly on the payment, or attach these details, so we know what the payment is for.
Important:
If you are making a payment please make sure you provide your name and reference number so we know what the payment is for. If you don’t do this, we may not have enough information to update our records to show you’ve made payment.
If we can’t tell which account, customer or client a payment is for, we will hold the money (called an ‘unattributed payment’) in suspense for up to 180 days. This means we won’t touch it for that time. After that time, we may keep this money. If a customer later shows us proof that they made an unattributed payment, we will apply it correctly or refund the customer.
* Call from a landline will be charged at a local rate. Charges for calls from a mobile may vary.
Contact us by telephone
To pay using our 24-hour automated payment line, phone 0333 320 1100.*
To speak to one of our team, phone 0333 320 1820.*
Our opening hours are 8am to 8pm Monday to Friday, 8am to 4pm on Saturdays.
Contact us by email
If you have a question, please email generalenquiries@marstonholdings.co.uk.
To make a complaint by email, please use: complaints@marstonholdings.co.uk.
For more information on our complaints procedure, see below.
Contact us by post
Marston
PO Box 12019
Epping
CM16 9EB
Product and service enquiries
For all enquiries related to products or services provided by Marston Holdings Ltd, phone 0333 320 3355.*
Media enquiries
For all media enquiries, either call 0333 320 2985* or email us at communications@marstonholdings.co.uk
* Call from a landline will be charged at a local rate. Charges for calls from a mobile may vary.
Our aim
TASK Enforcement Ltd (TASK) take all complaints seriously, and investigates 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.
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.
Complaints can be made in writing by email to complaints@marstonholdings.co.uk or to:
Marston
PO Box 12019
Epping
CM16 9EB
We will write to you within three working days to acknowledge receipt of the complaint.
We aim to respond within ten 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 Customer Care Managers will investigate both the complaint itself, and how we have dealt with it. Our Customer Care Managers are independent of the factual matters that are the subject of the complaint, ensuring that their assessment is objective.
The Customer Care Manager will aim to respond to you within ten working days with a final response. If they cannot provide a final response within ten 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 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 may 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
Please see the summary table below for the appropriate options available to you:
| Type of Debt | Stage 3 Options | ||
|---|---|---|---|
| Non High Court order owed to/for: HMCTS Highways England Commercial Rent Arrears | IAG | Civil Enforcement Association (CIVEA) | Local Government & Social Care Ombudsman (LGSCO) or Public Services Ombudsman (Wales only) |
| All other Non High Court orders | IAG | Local Government & Social Care Ombudsman (LGSCO) or Public Services Ombudsman (Wales only) | |
| High Court Writ | IAG | High Court Enforcement Officers Association (HCEOA) | |
CIVEA contact details:
CIVEA
PO Box 745
Wakefield
WF1 9RJ
Telephone: 0844 893 3922
CIVEA complaints procedure: Click here
LGSCO: You can find more information about how to complain on their website by clicking here
PSO (Wales only): You can find more information about how to complain on their website by clicking here
HCEAO:
HCEOA
50 Broadway
London
England
SW1H 0RG
Telephone: 0844 824 4575
Email: enquiries@hceoa.org.uk
HCEOA complaints procedure: click here
Marston chose to cease enforcement visits on 24 March.
We did this to protect customers and the people they come into contact with, as well as our staff and enforcement agents.
Regulations preventing visits were later introduced by the Ministry of Justice, on 24 April.
New regulations mean that residential visits can resume from 24 August.
In the case of local lockdowns, we will comply with any local or creditor-specific requirements.
We know that the COVID-19 situation has, and will, affect people in different ways, including those that owe money to creditors.
Ahead of the date when visits may resume, we've been writing to customers that could potentially receive a visit after 24 August to give them a minimum of 30 days’ notice - and to explain how they can contact us to prevent a visit.
If a creditor has any additional requirements, then we comply fully with these.
Our highly trained team has a great deal of experience in helping with a range of circumstances, from individual vulnerabilities to financial difficulties.
Customers can also find details for free and independent debt advice on our Plain English-accredited letters.
An enforcement agent will only visit if the letters we send do not result in a customer contacting us.
If an agent does have to visit, then they will be equipped with appropriate workwear and hygiene supplies to protect and reassure staff and members of the public, in accordance with Government and Public Health England/Wales advice.
Our agents will not enter homes to take control of goods after visits resume, save for exceptional circumstances and where deemed safe for agents and customers. This policy will be regularly reviewed in line with government and public health guidance.
We will also be introducing video calls for customers that want to engage with us at the Compliance Stage – we will update as soon as we can on this new initiative.