Britain’s biggest bailiff company, Marston Holdings, has been forced into a refunds programme after systematically overcharging people it pursued for unpaid debts.
The firm, which recovers fines and penalties for Transport for London (TfL), HM Courts & Tribunals Service and dozens of councils, admitted wrongly applying multiple enforcement fees on debts – instead of the single £235 fee permitted under regulations.
The Enforcement Conduct Board (ECB), which oversees the bailiff sector in England and Wales, described the breaches as “unacceptable” and a violation of rules designed to protect the public from overcharging.
Marston apologised and said the “systems issue” had been fixed. Refund cheques have already been sent to affected customers, though the company has now launched a full review of seven years’ worth of cases. The dedicated refund scheme, backed by a call centre, will run for three years.
The scale of the problem remains unclear, but industry minutes seen by The Guardian said “multiple cases” showed evidence of overcharging. Marston claimed fewer than 0.3% of its debtor caseload was affected.
TfL confirmed Marston is not currently carrying out enforcement work on its behalf and said the company’s contract is “under review.”
Every year, millions of Britons face bailiff action, with 8 million cases worth £5.2bn recorded in 2024 alone. Road traffic and parking fines, including congestion charges and Ulez penalties, make up the bulk of cases.
Chris Nichols, chief executive of the ECB, said: “This behaviour is unacceptable. We are taking strong action to ensure those affected are refunded and that it never happens again.”
