Complaints

1. Purpose
At National Parking Enforcement, we are committed to delivering high-quality services. This Complaints Policy
outlines our approach to handling complaints. The purpose of this policy is to ensure that all complaints are
managed consistently, fairly and efficiently in accordance with regulatory standards, enabling us to resolve issues
and improve our services.

2. Scope
This policy governs the process for receiving, investigating, responding to and resolving complaints related to our
operations, excluding challenges to the validity of parking charges, which are addressed through a separate appeals
process.

3. Policy Principles
National Parking Enforcement upholds the following principles when managing complaints:
Transparency: Our complaints process is accessible and clear to all stakeholders.
Responsiveness: Complaints are acknowledged and resolved within specified timeframes.
Confidentiality: We protect the privacy and confidentiality of complainants throughout the process.
Continuous Improvement: Feedback received through complaints is used to enhance service quality

4. Definitions
Complaint: An expression of dissatisfaction related to operations of National Parking Enforcement, services or
adherence to the Code of Practice.
Appeal: A formal request to reconsider the validity of a parking charge, handled separately from complaints.
Complainant: Any individual that submits a complaint.

5. Complaints Process
5.1 How to Submit a Complaint
Complaints can be submitted through email on cancellations@parkingprotection.co.uk
Required Information: To ensure timely resolution, complainants should provide:
Relevant dates, times and location of the incident.
Parking Charge Notice (PCN) reference number and vehicle registration number (if applicable)
Detailed description of the issue and any supporting evidence (e.g., photographs, receipts).
Desired outcome or resolution.

5.2 Recording Complaints
Upon receipt, all complaints will be recorded in the internal Complaints log, capturing:
Date of complaint
Complainant’s details
Copy of the complaint
Copies of all related correspondence
Outcome of the investigation
Details of corrective actions required and undertaken.
Retention Period: The Complaints Register will maintain records for the last 36 months.

5.3 Acknowledging Complaints
We will acknowledge receipt of all complaints within 10 days. This acknowledgment will confirm that the complaint
has been received and is under investigation.

6. Investigating Complaints
6.1 Conducting the Investigation
Complaints will be investigated by trained complaints handlers who will:
Review the complaint thoroughly.
Gather all relevant evidence to determine the validity of the complaint. This may involve interviewing staff or
reviewing site documentation, signage and terms and conditions.
Assess the situation against the Private Parking Sector Single Code of Practice to check for any breaches.
Ensure an impartial and objective investigation process.

7.Conclusion of Complaints
7.1 Resolution and Response
complaints will be resolved within 10 working days. In exceptional circumstances or where necessary, resolution
may extend up to 20 working days.
The complainant will be informed of the outcome.
The outcome will be recorded in the Complaints Register.
Complainants will be advised that if they are dissatisfied with the outcome, they can escalate the issue to
the Independent Appeals Services at www.theias.org for further investigation.

7.2 Exceptional Circumstances
In cases where the complaint cannot be resolved within the standard 20-day timeframe due to exceptional
circumstances:
We will communicate the reasons for the delay to the complainant.
An estimated date for resolution will be provided.
The complainant will receive communication upon conclusion of the complaint.

7.3 Corrective Actions
If a complaint is upheld, we will take corrective action to address the issue and prevent recurrence. Possible actions
include:
Staff retraining or disciplinary measures.
Amendments to procedures and processes.
Suspension of enforcement at specific locations.
Process improvement initiatives.
Corrective actions will be recorded in the Complaints Register.

8. Reporting Breaches of the Code of Practice
8.1 Reporting to the IPC
If our investigation reveals a breach of the Code of Practice, it will be reported to the IPC within 3 working days for
material breaches or 1 working day for serious breaches. We will submit all relevant information gathered during
the investigation to the IPC.
Definitions:
Material Breach: A breach that poses a risk to an individual, organisation or the industry.
Serious Breach: A breach that could result in sanction points under the IPC’s sanctions scheme.

9. Feedback and Continuous Improvement
National Parking Enforcement values all feedback received through the complaints process. Insights gained from
complaints will be used to identify areas for improvement and to make necessary adjustments to our services.
Continuous monitoring and review of complaints will help drive improvements in service delivery.

11. Confidentiality
All complaints will be handled with strict confidentiality. Personal information collected will be used solely for the
purpose of addressing the complaint and will not be shared with third parties without consent, except as required by
law.

12. Compliance
National Parking Enforcement is committed to complying with all applicable laws and regulations concerning
complaint handling, including:
Data Protection Legislation: We will ensure that all personal data is managed in accordance with relevant data
protection and privacy regulations.
Industry Standards: Compliance with the Private Parking Sector Single Code of Practice and any other relevant
regulatory or industry standards.

13. Policy Review
This Complaints Policy will be reviewed annually or sooner if required due to changes in legislation, industry
standards or organisational requirements. Feedback from internal and external audits and the outcomes of
complaints will inform these reviews.