Complaints Policy and Procedures
Private Parking Management Ltd takes complaints seriously as they help us to improve areas of our products and services and to resolve any issues relating to the consistency and quality of our business operations.
Our complaints policy is an opportunity for customers to tell us when we might have fallen short of expectation, and how we can put things right.
Private Parking Management Ltd receive, evaluate, make and record its decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the accredited parking association.
2. Policy Scope
The policy is designed to deal with concerns raised in relation to parking enforcement only; complaints that do not relate to matters pertaining to the BPA’s Approved Operator Code of Practice are not covered under the scope of the policy.
3. Definition of a Complaint
The complaints policy is not intended to be used as a method for motorists to appeal a Parking Charge Notice (PCN). Matters relating specifically to appeals must be made in writing as instructed on the notice itself.
If a complaint is received that is considered to be or includes an appeal against the validity of a PCN, we will treat it as an appeal and advise the customer of this, unless we are informed that the customer does not wish it to be so handled.
Our definition of a complaint is something about the quality of the service provided by an organisation, its processes and/or the behaviour of its staff.
Our definition of an appeal – correspondence shared against the decision of an organisation – in this instance, the decision to issue a Parking Charge Notice – where a change to that decision is required.
4. How to make a Complaint
Customers who wish to make a complaint must do so in writing. This is to ensure we know exactly what the nature of the complaint is and this reduces the possibility of ambiguity or of the customer’s complaint not being correctly recorded over the telephone. The complaint will then be registered onto our system and a unique reference code generated.
Once the complaint has been received, we will acknowledge the complaint within 14 days and provide the unique reference code. The acknowledgement will be sent to the name and address or email provided. In the absence of valid contact details, it may not be possible to process a complaint or process it within the published timeframes.
We will respond to complaints within 28 days of receipt. In some cases, however, the allotted timeframe could be extended due to the nature of the complaint and the complexities surrounding any investigation. If we are unable to reply to the complaint within 28 days, the customer will be written to, to advise of progress.
A complaint must be made in writing via email or post:
Postal Address: Private Parking Management, 88 Dorset House, Duke Street, Chelmsford, Essex, CM1 1TB.
The complaint must be made within 56 days of the incident taking place.
5. How Complaints will be recorded
Complaints will be recorded on a complaint’s register and kept on file for 36 months and these will be available on request to authorised bodies. The details that will be retained will be:
- Date of complaint
- Copy of complaint
- Copy of all correspondence
- The outcome
- Details of any corrective action required
All personal data will be redacted in line with GDPR requirements.
The complaints register will be reviewed every 12 months to identify trends and training opportunities.
6. Escalation Process
6.1 Stage one
In the event that the customer is not satisfied with the handling of the complaint, the complaint can be escalated to the Operations Manager. The Operations Manager will acknowledge the escalated complaint within 14 days. A full response to your complaint will be issued within 28 days unless exceptional circumstances have been identified. If more time is needed, the customer will be written to with an update.
6.2 Stage two
If the customer remains dissatisfied with our determination of the complaint, we will provide you with the details to enable you to complain to the British Parking Association (full details will be provided at the appropriate time).
In order to escalate a complaint to the British Parking Association, the customer must supply the British Parking Association (BPA) with a copy of our final complaint response.
BPA will not review escalated complaints where this is not provided by the customer.
All complaints will be dealt with in accordance with the requirements of the Data Protection Act 2018.
Please note, when a complaint concerns the issuing of a PCN issued by us, Private Parking Management Ltd are the data controller. As such the customer should be aware that any information provided in connection with the complaint will be used by Private Parking Management Ltd to help us deal with it. The customer’s information may also be passed to Private Parking Management Ltd staff who were enforcing any parking restrictions or conditions at the relevant site. Information may also be shared with the landowner and any permit service provider if relevant to allowing the complaint to be investigated and resolved.