Customer Services

Raise a Complaint

Marston welcomes complaints as a way of putting things right and improving the customer experience. Our customer resolution officers are empowered to respond to customer complaints promptly and to put things right where something has gone wrong.

Please fill out the form below, selecting the options that best describe your complaint. If possible, we will try to resolve your complaint informally. If we've been unable to do this or you're not happy with the outcome, your complaint will be reviewed formally in accordance with our complaints policy.

Are you the customer?

Please confirm if you are the customer to proceed.

First name (s)

Please enter the first name

Last name

Please enter the last name

Your Information

Your name

Marston case reference

Your email address

Please enter a valid email address

Complainant Information

Complainant name

Please enter the complainant's name

Who is making the complaint?

Please enter the name of the person making the complaint

Complainant email address

Please enter a valid email address

Contact Information

Preferred telephone number

Please enter a telephone number

Address line 1

Please enter address line 1

Address line 2 (Optional)

City

Please enter the city

Postcode

Please enter a postcode

How would you prefer us to contact you?

Please select your preferred method of contact

Would you like a call back? (Please allow 48 hours)

Please select if you would like a call back

Complaint Context

Do you have any accessibility or communication needs? If yes, please detail below.(Optional)

Select the area your complaint relates to

Please select the area your complaint relates to

Please specify the type or category of complaint

When did it happen?

Please select a valid date

Name of the person you spoke to? (Optional)

What went wrong and why?

Please describe what went wrong and why

How would you like us to put it right?

Please describe how would you like us to put it right

Please upload supporting documents that supports your concerns or confirms what you have told us. (Optional)

Click to upload or drag and drop

PDF, PNG, JPG, JPEG, HEIC, HEIF, DOC or DOCX (Please ensure you upload no more than 5 files, with a combined size not exceeding 15 MB)

By ticking 'Yes' I confirm that I understand Marston will use the personal data provided on this form solely for the purpose of properly handling my complaint and fulfilling their legal and statutory obligations. I also understand that Marston will retain this data for as long as necessary to meet these purposes, after which it will be securely deleted.