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Complaints Policy

How to Submit a Complaint
Complaints can be logged via two methods:

Our Complaints Team will handle complaints that relate to:

  • The standard of customer service received from our staff.
  • The behaviour of staff when providing service.
  • Any action or lack of action by staff in relation to correspondence with you.

Important Note:
If correspondence is received online but does not constitute a complaint (e.g., it relates to an appeal, dissatisfaction with company policy, or an anonymous
submission), we will notify the individual that their issue is not considered a complaint and will forward it to the appropriate team. However, if a submission 
received by post is not deemed a valid complaint, it will not be processed, and no further correspondence will be issued. 

Our Complaints Team does not deal with the following:

  • Comments about our policies or policy decisions.
  • Matters already fully investigated through this complaints procedure.
  • Anonymous complaints.
  • Appeals or dissatisfaction regarding the issuance of a Parking Charge Notice (PCN).

 

Recording Complaints
All complaints are recorded in our internal complaints log. The following details are logged for each complaint:

  1. Date of complaint.
  2. The complainant’s details.
  3. A copy of the complaint.
  4. Copies of all correspondence.
  5. The outcome of the complaint.
  6. Any corrective action required and undertaken to ensure the situation does not recur (where applicable).
 

Complaints are retained in the log for 36 months from the date of the complaint.

Responding to Complaints
All complaints will be acknowledged within 14 days of receipt. This acknowledgement will confirm that the complaint has been received and is being investigated.

We aim to reply to all complaints within 28 days of receipt. If further time is required to investigate the complaint, the complainant will be informed, and the reason for the delay will be logged in the complaints record. Responses will be provided through the same method in which the complaint was received (e.g., by post or email), unless the complainant requests otherwise.

Corrective Action
If a complaint is upheld, corrective action will be taken to prevent the issue from recurring. Corrective actions may include:

  • Staff training to address issues related to customer service or behaviour.
  • Staff disciplinary measures where necessary.
  • Process amendments to ensure procedures are followed correctly in the future.
  • Suspension of enforcement activities at a specific site if needed.


All corrective actions will be documented in the complaints log, and their effectiveness will be monitored to ensure compliance.

Concluding Complaints
When a complaint is concluded, the complainant will be informed of the outcome.

If the complainant is not satisfied with how the complaint has been handled, they may refer the issue to the Information Commissioner’s Office (ICO) or other relevant bodies, depending on the nature of the complaint. 

When a complaint received from a Member of Parliament is resolved, the MP will be directed to the portal on the IPC website and provided the following information:

We are members of the International Parking Community (IPC) Accredited Operator Scheme (AOS). The IPC is a DVLA Accredited Trade Association (ATA) and has a Code of Practice and an Independent Appeals Service (IAS) that allows a Motorist access to an independent adjudication process on the lawfulness of Parking Charges issued by their members. An important condition of being an AOS member is that operators must adhere to The Code.

If you are not content with the response, we have provided you with, you can refer this to the IPC who will investigate and provide you with a response. To make this process as simple as possible the IPC has created a communication portal on their website https://theipc.info/login for you to use. They have created a username for all members of Parliament. Your username will be your email address. An email will have been sent with your login details. There is an option for you to reset your password if you are unable to login. If you have any issues, please contact the IPC via email on mp.enquiries@theipc.info.

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