Privacy policy

Privacy policy

Our services entail the use of private and personal information. For you to be confident of using our services we want you to trust that not only will the information you share with us remain secure and safe but that we will not share your information with any unauthorised third parties.

Marston (Holdings) Limited is committed to ensuring that your privacy is protected. When we ask you to provide certain information by which you can be identified or in order for us to carry out our services to your needs, you can be assured that your information will only be used in accordance with this Privacy Policy.

We may change this policy from time to time by updating this page. You should check this page regularly to ensure that you are happy with any changes.

This policy is effective from 25 March 2013.

In accordance with the Data Protection Act 1998 (“the DPA”) Marston (Holdings) Limited is registered with the Information Commissioners Office as the data controller under registration no Z9930012. Our nominated representative for the purposes of the DPA is Claire Taylor.

What We Collect

We may collect any of the following information:

  • Name and Surname and Email address;
  • LinkedIn™, Facebook™ or Twitter™ profile names.
  • Visitors to our websites
  • Website navigational information (see Cookies below)
  • Complainants and other individuals in relation to judicial service complaint or enquiry
  • People who use our services, e.g. who subscribe to our newsletter or request a publication from us
  • Job applicants and our current and former employees

We only collect information that is relevant to our services and necessary to identify you.

What We Do With This Information

We require this information to better understand your needs and provide you with a better service and in particular for the following reasons:

  • Internal record keeping;
  • To improve our services;
  • To send promotional emails about new services or developments in the law which we think you may be interested in;
  • To customise the website according to your interests or to make it more user friendly.
People who call our helpline

When you call any of our contact numbers we collect Calling Line Identification (CLI) information. We use this information to help improve its efficiency and effectiveness.

People who make a complaint to us

When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.

We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We do compile and publish statistics showing information like the number of complaints we receive, but not in a form which identifies anyone.

We usually have to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.

We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for up to six years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.

Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.

When we take enforcement action against someone, we may publish the identity of the defendant in our Annual Report or elsewhere. Usually we do not, identify any complainants unless the details have already been made public.

People/Organisations who use our services

We offer various services to the public. We do not hold any person information on general visitors to our site.

The clients who contract with us to perform recovery of debt on their behalf, are given access to  our client management system to manage their case and monitor its progress.  We have to hold the details of the people who have requested the service in order to provide it. However, we only use these details to provide the service the person has requested and for other closely related purposes.

If you are debtor we may require personal information in order to link to our payment system to make payments of a debt. We will only hold this information for the purpose of recovering the debt on behalf of our clients and do not share your information with any other third party unless required to by law.


In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. You should note that in using the Website and our related services, your information will travel through third party infrastructures that are not under our control.

The data we collect from you is not transferred to, or stored at, a destination outside the European Economic Area (“EEA”).

We use high level encryption software to prevent access to your personal information. Unfortunately, the internet is never a completely secure environment and we cannot guarantee that hackers or unauthorized personnel will not gain access to your personal information despite our best efforts.


Like most websites, we use cookies and weblog files to track site usage and trends. A cookie is a small data file, typically of letters and numbers, downloaded to a device when a user accesses a certain websites. You can remove or block cookies using settings in your internet browser, but in some cases doing so may impact your ability to use our website. For more information about cookies you can visit All About Cookies.

The only cookies we use are ‘analytical cookies’. They allow us to count the number of visitors and identify which pages are being viewed or used with the sole purpose of analysing data about webpage traffic and to improve our website in order to tailor it to our customers needs. We do not store unencrypted personally identifiable information in the cookies.

We use Google Analytics to help analyse use of our website. This analytical tool collects standard internet log information and visitor behaviour information in an anonymous form. The information generated by the cookie about your use of the website (including your IP address) is transmitted to Google. This information is then used to evaluate visitors’ use of the website and to compile statistical reports on website activity for this website. To opt out of being tracked by Google Analytics across all websites visit

We will not (and will not allow any third party) to use the statistical analytics tool to track or to collect any personally identifiable information of visitors to our site. We will not associate any data gathered from this site with any personally identifying information from any source as part of our use of the Google statistical analytics tool. Google will not associate your IP address with any other data held by Google. Neither ourselves nor Google will link, or seek to link, an IP address with the identity of a computer user.

Content distributed through our websites sharing features and/or third party integrations may result in your personal identifiable information being available on external websites. By your direct initiation of these features you are consenting to the use the sharing of this information.

Disclosure of personal information

We take your privacy, and our relationship with you, very seriously, and we do not sell, rent, or otherwise provide your personally identifiable information to third parties, other than as described in this Policy and with your consent.

However, in some circumstances, for example when we investigate a complaint, we will need to share personal information with the organisation concerned and with other relevant bodies.

Links to other websites

Our website may contain links to the websites of our Partners. Once you use these links to leave our site, you should note that we do not have any control over those other websites. We therefore cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and sites not governed by this Privacy policy. You should exercise caution and familiarise yourself with each websites Privacy policy.

Controlling your information

You may request details of personal information which we hold about you under the DPA. A small fee may be payable. If you would like a copy of the information held on you please write to us using the Contact Us page.

If you believe any information we are holding on you is incorrect or incomplete, please contact us as soon as possible. We will promptly correct or remove any information found to be incorrect.

You have the right to close your account and request that you personal information be removed from our website. If you close your account, we have no obligation to retain your information and may delete any or all of your account information without liability.

Please be aware that if you request a change of details and or account closure, we may retain residual information about you in our backup and/or archival copies of our database.


© Marston (Holdings) Limited 2014

Version 1

22 March 2013