Marston Holdings is the UK’s largest enforcement company, recovering over £850 million annually with 6,000 staff and 4,000 field agents. They enforce council tax, parking fines, ULEZ charges, and court fines for government agencies nationwide.
But in 2025, Marston was caught systematically overcharging thousands of debtors. Their systems failed to “link” concurrent debts as required by law, charging multiple £235 enforcement fees when only one was legal. Transport for London suspended their contract, the Enforcement Conduct Board imposed supervised action, and Marston now faces an estimated £8 million refund liability.
If you’ve received a Marston letter—particularly if you had multiple parking warrants or traffic penalties—here’s what you need to know.
Quick answers#
Can Marston bailiffs force entry to my home? No—for council tax, parking fines, and most civil debts, Marston agents cannot force entry. They can only enter through an open door or if you invite them in.
Are they legitimate? Yes. Marston Holdings (Company 04305487) is ECB-accredited and enforces debts for councils, TfL, HMCTS, and DVLA. But legitimate doesn’t mean they’re always compliant—the 2025 scandal proved systematic failures.
Can an IVA stop them? Yes. An Individual Voluntary Arrangement stops all bailiff action immediately. Council tax, parking fines, and court fines can all be included.
Table of Contents#
- Who are Marston Holdings?
- The 2025 overcharging scandal explained
- Were you overcharged? How to check and claim a refund
- Can Marston force entry to my home?
- Marston Holdings fees explained
- What Marston cannot take from your home
- What debts do Marston collect?
- How to stop Marston enforcement
- How to complain about Marston
- Contact details for Marston Holdings
- Frequently Asked Questions
Who are Marston Holdings?#
Marston Holdings Limited (Company 04305487) is the UK’s largest civil enforcement company, incorporated on 16 October 2001. Owned by private equity firms ICG and Inflexion, the group recovers £850 million+ annually with around 6,000 staff and 4,000 field agents nationwide.
Corporate headquarters: Rutland House, 8th Floor, 148 Edmund Street, Birmingham, B3 2JR
Scale of operations:
- £850 million+ recovered annually
- ~6,000 staff across the group
- ~4,000 field agents covering every postcode in England and Wales
Don’t confuse with Marston’s PLC: Marston Holdings (the bailiff company) is completely separate from Marston’s PLC, the pub and brewing company. They’re entirely different businesses.
The 2025 overcharging scandal explained#
In 2025, the Enforcement Conduct Board (ECB) imposed unprecedented supervised action on Marston after discovering systematic fee overcharging affecting thousands of debtors.
What went wrong:
Marston’s automated systems failed to comply with Regulation 11 of the Taking Control of Goods (Fees) Regulations 2014. This regulation requires bailiffs to charge only ONE £235 enforcement fee when enforcing multiple debts at the same time.
Instead, Marston charged separate £235 fees for each warrant. If you had three parking warrants, you were charged £705 in enforcement fees (3 × £235) when the legal maximum was £235.
The scale:
- Thousands of individuals affected
- Estimated refund liability: ~£8 million
- Refunds issued with 8% interest
- Transport for London suspended Marston’s ULEZ contract
- ECB called the behaviour “unacceptable”
The ECB response:
The ECB required Marston to:
- Operate a dedicated call centre for overcharging queries for three years
- Trace individuals who have moved since being overcharged
- Complete full system audit to prevent future breaches
- Trigger industry-wide review of other firms’ systems
Timeline:
- April 2025: Issue identified
- August 2025: The Guardian broke the story publicly
- September 2025: ECB finalised Supervised Action Plan
Were you overcharged? How to check and claim a refund#
If you had multiple debts enforced by Marston between 2023 and 2025, you may have been overcharged.
You may have been overcharged if:
- You had multiple parking warrants or traffic penalties enforced by Marston
- You received multiple enforcement stage letters (£235 each) around the same time
- The debts were to the same creditor (e.g., Westminster Council)
- Enforcement visits happened on the same date or within a short period
- Your total enforcement fees seem disproportionately high
How to check:
- Request a full fee breakdown from Marston in writing
- List all warrants that were enforced
- Check dates of enforcement visits
- Look for multiple £235 “enforcement stage” fees
- If multiple debts were enforced concurrently, only one £235 fee should have been charged
How to claim a refund:
- Contact Marston’s dedicated overcharging helpline (required to operate for three years under ECB action plan)
- Provide case reference numbers and dates
- Request review under the Regulation 11 compliance programme
- Marston must investigate within 28 days and issue refund with 8% interest if overcharging confirmed
If Marston doesn’t respond:
- Escalate to the Enforcement Conduct Board (ECB)—Marston is under supervised action
- Complain to the council or creditor that instructed Marston
- Contact the Local Government Ombudsman if the creditor was a local authority
Evidence to gather:
- All letters from Marston showing enforcement fees
- Payment receipts or bank statements
- Dates of any agent visits
- Council records showing when warrants were issued
Can Marston force entry to my home?#
No—for council tax, parking fines, business rates, ULEZ, and most civil debts, Marston agents cannot force entry into your home. They can only enter through an open door or if you invite them in.
Exception: Court fines for criminal matters may have different enforcement powers. Always check which type of debt you’re dealing with.
Once they’ve gained peaceful entry:
If you let a Marston agent in—even “just to talk”—and sign a Controlled Goods Agreement, they can return with a locksmith and force entry if you breach that agreement.
This is why you should never let them in on their first visit.
Legal visiting hours:
- 6am to 9pm only
- Visits outside these hours breach National Standards for Enforcement Agents
Who can be present:
Agents cannot enter if the only person present is:
- A child (under 16)
- A person who lacks mental capacity
- Someone who is severely unwell or vulnerable
Body-worn cameras:
Marston agents wear body-worn cameras that record the entire interaction. You can request this footage under data protection law if you need evidence.
Marston Holdings fees explained#
Marston charges statutory fees set by the Taking Control of Goods (Fees) Regulations 2014.
| Stage | Fee | When Applied |
|---|---|---|
| Compliance Stage | £75 | When Notice of Enforcement is sent. You have 7 clear days to pay. |
| Enforcement Stage | £235 + 7.5% of debts over £1,500 | When an agent makes their first visit to your property. |
| Sale or Disposal Stage | £110 + 7.5% of debts over £1,500 | When goods are removed and sold at auction. |
Regulation 11—the concurrent debt rule:
This is the regulation Marston failed to implement correctly in 2025.
The law states: If a bailiff visits to enforce multiple debts at the same time, they can only charge one enforcement fee (not separate fees for each debt).
Example:
- You have three unpaid parking warrants: £100, £150, and £120
- Marston visits to enforce all three
- Legal fee: £75 compliance + £235 enforcement = £310 total
- What Marston charged illegally: £75 + £235 + £75 + £235 + £75 + £235 = £930
What “at the same time” means:
Debts don’t have to be enforced on literally the same day. If the debts are referred together and could reasonably be enforced in a single visit, they should be linked. The Notice of Enforcement should reference all linked debts.
If you paid too much, see the refund section above.
What Marston cannot take from your home#
Even if a Marston agent has gained peaceful entry and taken “control of goods,” there are strict legal limits on what they can seize.
Items that are always exempt:
- Essential household items—beds, tables, chairs, cookers, fridges, washing machines, heating appliances
- Items for care—equipment needed for children, elderly, or disabled residents
- Tools of the trade—equipment you need for work, up to £1,350
- Third-party belongings—items owned by someone else (you need proof: receipts, finance agreements)
- Blue Badge vehicles—cars displaying a valid disabled persons’ Blue Badge
- Work-essential vehicles—if you need your vehicle for work and it’s worth less than £1,350
The practical reality:
Despite Marston’s scale, actual removal of goods is extremely rare. Industry data shows less than 1% of enforcement cases reach the Sale Stage. The cost of removal, storage, and auction often exceeds the value of second-hand household goods.
The threat of removal is primarily used to secure a Controlled Goods Agreement and payment plan.
Declare vulnerability in writing:
If you’re vulnerable (mental health condition, disability, serious illness, recent bereavement, pregnancy), declare this in writing to both Marston and the creditor. This creates a paper trail and should trigger a referral back to the creditor for review.
What debts do Marston collect?#
Marston’s scale allows them to enforce a broader range of debts than most competitors:
Local authority debts:
- Council tax arrears (after Liability Order)
- Parking fines (Penalty Charge Notices)
- Business rates (NNDR)
- Traffic penalties (bus lanes, box junctions, moving traffic offences)
Environmental and transport enforcement:
- ULEZ fines (TfL contract currently suspended after 2025 scandal)
- Congestion Charge (TfL—suspended)
- Clean Air Zone penalties (Birmingham, Manchester, etc.)
- Dart Charge (Dartford Crossing toll recovery)
Central government debts:
- Court fines (HMCTS)
- Vehicle Excise Duty (DVLA untaxed vehicle recovery)
- National Highways tolling schemes
High Court enforcement:
- County Court Judgments
- Commercial rent arrears (CRAR)
- Property evictions (residential and commercial)
Private sector:
- Utility debts (water, energy)
- Commercial debt
How to stop Marston enforcement#
You have several options to halt Marston’s action:
1. Pay during the Compliance Stage
If you’re still in Compliance Stage (£75 fee), paying the debt in full stops further action and avoids the £235 enforcement visit fee. This isn’t possible for everyone, but if you can scrape together funds or borrow from family, it’s the cheapest way out.
2. Breathing Space (60-day legal halt)
Breathing Space is a government scheme giving you 60 days of legal protection from creditor action, including bailiffs.
During Breathing Space:
- Marston cannot contact you
- They cannot visit your property
- They cannot add fees or interest
- They cannot take control of goods
Apply through a debt advice charity like StepChange, Citizens Advice, or National Debtline.
Learn more about Breathing Space
3. Individual Voluntary Arrangement (IVA)
An IVA is a formal agreement between you and your creditors to repay what you can afford over 5-6 years. At the end, any remaining debt is written off—often 60-90%.
Once your IVA is approved, bailiff action stops. Marston cannot pursue you for council tax, parking fines, or other qualifying debts included in the arrangement.
To qualify you typically need:
- £5,000+ in unsecured debt
- A regular income (employed or self-employed)
- Spare income after essential bills
Check if you qualify for an IVA
4. Arrange a payment plan
Contact Marston or the creditor to propose affordable monthly payments. Provide income and expenditure details. Once a plan is agreed and maintained, enforcement pauses.
5. Contact the creditor directly
Councils, TfL, and other creditors can instruct Marston to pause enforcement. This is often faster than dealing with Marston’s call centres. Explain your circumstances and propose a direct payment arrangement.
6. Challenge the overcharging
If you had multiple debts and were charged multiple enforcement fees, use the Regulation 11 compliance programme. Marston must investigate and refund if overcharging is confirmed. Refunds include 8% interest.
7. Provide vulnerability evidence
If you’re vulnerable, provide evidence (doctor’s letter, PIP award, mental health crisis team contact, bereavement certificates, disability documentation). This should trigger a referral back to the creditor for review.
How to complain about Marston#
If you believe Marston has acted improperly, there are multiple complaint routes:
1. Marston’s internal complaints process
Complain to Marston first—they have 28 days to respond. Put everything in writing and keep copies. Be specific: dates, agent names, what was said/done.
2. The Enforcement Conduct Board (ECB)
Marston is currently under ECB supervised action following the 2025 scandal. The ECB is the independent regulator for bailiff firms.
You must complain to Marston first before escalating to the ECB. The ECB can impose sanctions, suspend accreditation, or order compensation.
Complaints: enforcementconductboard.org.uk
3. Dedicated overcharging helpline
As part of the ECB action plan, Marston must operate a dedicated helpline for three years. Use this if your complaint relates to:
- Multiple enforcement fees on concurrent debts
- Failure to apply Regulation 11 linking
- Fees that seem disproportionately high
4. The creditor (council, TfL, DVLA, court)
Marston acts on the creditor’s instructions. Creditors have a duty to ensure their contractors comply with regulations. If the creditor receives enough complaints, they may not renew Marston’s contract. Given the TfL suspension, other creditors are now scrutinising Marston more closely.
5. Local Government and Social Care Ombudsman
If the creditor was a local authority and you believe there was maladministration, the Ombudsman investigates councils (not bailiff firms). They can order compensation if the council’s decision to use Marston was flawed.
6. Request body-worn video footage
If an agent visited, request the body-worn camera footage under data protection law. Marston must provide this within one month. The footage shows exactly what was said and done—critical evidence if the agent breached National Standards.
What to include in your complaint:
- Your case reference number and debt details
- Dates of all correspondence and visits
- Names or ID numbers of agents involved
- Exactly what Marston did that you believe was improper
- How you’ve been affected (financial loss, emotional distress)
- What outcome you want (fee refund, apology, suspension of enforcement)
- Supporting evidence (photos, recordings, medical letters)
Contact details for Marston Holdings#
Registered office: Marston (Holdings) Limited Rutland House, 8th Floor 148 Edmund Street Birmingham, B3 2JR United Kingdom
Company number: 04305487 Incorporated: 16 October 2001
Regulatory status:
- ECB accredited (currently under supervised action plan)
- CIVEA member
- Independent Advisory Group oversight
Overcharging helpline: As part of the ECB supervised action plan, Marston operates a dedicated helpline for queries about the 2025 fee overcharging issue. This must remain operational for three years from September 2025.
If you’re struggling with debt and want to find out what options are available, use our free IVA calculator to see how much you could write off.
Frequently Asked Questions#
What was the Marston overcharging scandal in 2025?#
Marston’s systems failed to comply with Regulation 11, which requires bailiffs to charge only ONE £235 enforcement fee when visiting for multiple debts at the same time. Instead, Marston charged separate fees for each debt. Thousands were overcharged, Transport for London suspended their contract, the ECB imposed supervised action, and Marston faces ~£8 million in refunds with 8% interest.
Can Marston bailiffs force entry to my home?#
No—for council tax, parking fines, business rates, ULEZ, and most civil debts, Marston agents cannot force entry. They can only enter through an open door or if you invite them in. Exception: Criminal court fines may have different enforcement powers.
Was I overcharged by Marston?#
You may have been overcharged if you had multiple parking warrants or traffic penalties enforced by Marston and received multiple £235 enforcement fees. Request a full fee breakdown from Marston’s dedicated overcharging helpline. If the fees weren’t “linked” under Regulation 11, you’re owed a refund with 8% interest.
What fees can Marston charge?#
Marston charges statutory fees: Compliance Stage £75, Enforcement Stage £235 + 7.5% of debts over £1,500, Sale Stage £110 + 7.5% of debts over £1,500. Important: If you have multiple debts enforced concurrently, only ONE £235 fee should be charged (Regulation 11).
Is Marston Holdings legitimate?#
Yes. Marston is a legitimate, ECB-accredited enforcement company that enforces debts on behalf of councils, TfL, DVLA, and courts. However, “legitimate” doesn’t mean their systems are always compliant—the 2025 scandal proved systematic regulatory failures. They’re currently under ECB supervised action.
Can I stop Marston with Breathing Space?#
Yes. Breathing Space gives you 60 days of protection from all enforcement action. Marston cannot visit, add fees, or take control of goods during this period. Apply through a debt advice provider like StepChange or Citizens Advice. The scheme is free.
Can an IVA stop Marston?#
Yes. An Individual Voluntary Arrangement stops all bailiff action immediately. Marston cannot pursue you for council tax, parking fines, or other qualifying debts included in the IVA. After 5-6 years, any remaining debt is written off. Check if you qualify for an IVA
What can Marston take from my home?#
Marston can only take non-essential items that belong to you. They cannot take: essential household items (beds, cookers, fridges, heating), tools of trade up to £1,350, third-party belongings (with proof), Blue Badge vehicles, or work-essential vehicles under £1,350.
Did Transport for London suspend Marston’s contract?#
Yes. Following the 2025 overcharging scandal, TfL suspended all enforcement work with Marston whilst conducting a contract review. This affects ULEZ and Congestion Charge enforcement—one of Marston’s flagship contracts.
How do I complain about Marston?#
Complain to Marston directly first (28-day response), then escalate to: ECB (Enforcement Conduct Board)—Marston is under supervised action; Marston’s dedicated overcharging helpline (operates for 3 years); the creditor that instructed them (council, TfL, etc.); Local Government Ombudsman for council maladministration; request body-worn video of any visits.
If you’re dealing with Marston Holdings and have multiple debts totalling £5,000 or more, an Individual Voluntary Arrangement (IVA) could stop all enforcement action immediately and consolidate your debts into a single affordable monthly payment.