Making an enquiry

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. We are committed to putting things right if something goes wrong. Complaints are important to us, because they help us improve what we do and how we do it, so don’t be afraid to let us know your concerns.

Please address your complaint to:

complaints@marstongroup.co.uk
complaints@rossendales.com
complaints@swiftcredit.co.uk


Complaints procedure

Complaints must be submitted in writing in order for our team to investigate your case and provide a detailed response to your enquiry.

Stage 1 We will try to address and resolve your complaint in full at this initial stage.
The best people to sort out most problems are often those who provide the service and so we will speak with you first and then with them to ensure all views are obtained.
We will write to you within three working days to let you know that we have received your complaint. In the letter we will let you know who is dealing with your complaint and the date by when you should receive a response.
We aim to respond within 10 working days. If there is any reason why we can’t, we will contact you and let you know when to expect our response.

 



Stage 2 If you are not happy with the outcome of Stage 1, you can take the matter further. We will include details of how to do this in your Stage 1 response letter.
At Stage 2 your complaint and how we dealt with it will be investigated by our Group Legal and Governance Director who, where possible, will have had no previous involvement with your complaint.
Again, we aim to respond within 10 working days or we will contact you and let you know when to expect our response.

 


Stage 3 If you are still not satisfied after the Stage 2 investigation, you can ask for your complaint to be considered again by two independent members of the Marston Advisory Group. The independent members will carry out an impartial review of your complaint.
They aim to respond within 20 working days. If there is any reason why they need more time, they will contact you and let you know when to expect a response.

 


Other ways to complain:

Civil Enforcement Association (CIVEA)

Promotes higher industry standards in civil enforcement. It provides a code of practice for bailiffs and civil enforcement agents.

Telephone: 0844 893 3922
Website: www.civea.co.uk
Post: 513 Bradford Road | Batley | West Yorkshire | WF17 8LL

High Court Enforcement Officers Association (HCEOA)

Aims to represent all its members and to provide a voice to Government. It provides a code of practice for authorised High Court Enforcement Officers.

Telephone: 0844 824 4575
Website: www.hceoa.org.uk
Post: 50 Broadway | London | SW1H 0RG

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