Marston Holdings has overcharged individuals for unpaid road traffic penalties, leading to a refund program after complaints. The bailiff company, which collects debts for both public and private entities, violated regulations by improperly charging multiple enforcement fees instead of linking related cases under a single fee of 235. Although less than 0.3% of debtors were affected, an investigation confirmed breaches of consumer protection rules. Marston is now conducting a review of seven years' cases and has committed to issuing refunds over a three-year period to affected individuals.
Marston Holdings has been forced to launch a refunds programme after being found to have overcharged people pursuing unpaid debts through multiple enforcement fees, violating regulations.
The enforcement fee of 235 is typically charged when a bailiff visits a person's home; however, enforcement agents incorrectly charged this fee multiple times instead of linking cases.
An independent investigation revealed that Marston's overcharging practices affected a small portion of their caseload, amounting to fewer than 0.3% of debtors.
Marston Holdings has expressed regret over the overcharging issue and committed to rectifying it by initiating a full refunds scheme that will take three years.
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