Complaints Policy
This Complaint Policy describes the procedures to follow when handling customer complaints.
A complaint is where there is an issue with the organisation’s conformity against the
Code of Practice. A complaint is not where there is a challenge against the validity of
the parking charge.
Stage 1 – How can someone complain
Member of the public can submit a complain via email or letter(post).
Stage 2 – Recording complaints
Complaints shall be recorded in the internal Complaints register. The following
information must be recorded:
• date of complaint;
• the complainant;
• copy of complaint;
• copy of all correspondence;
• outcome;
• details of corrective action required and undertaken to ensure the situation does
not recur (where the complaint has merit).
The complaints register must maintain the last 36 months of complaints.
Stage 3 – Acknowledging complaints
Complaints must be acknowledged to the complainant within 14 days from receipt of
the complaint. An acknowledgement is that the complaints has been received and is
being investigated
Stage 4 – Investigating complaints
Investigations shall be completed by trained complaints handlers. The complaints
handlers shall:
• Review the complaint
• Gather evidence to uphold or dismiss the complaint. Which may include
o Speak to member of staff involved (where applicable)
o Speak to team leader (where applicable)
o Review parking charge issued (where applicable)
• Review against the Code of Practice to see if there has been a breach
Stage 5 – Where a complaint also purports to be an appeal
Where a complaint also includes information that purports to be an appeal, the
appeals process should be enacted, and the complainant should be informed that
the complaint is being treated as an appeal and therefore the appeals process is
being followed.
If after further investigation it is clear that the complaint is not relevant to an appeal
or the complainant informs the parking operator that they do not wish it to be handled
as an appeal, then the process shall revert back to the complaints process.
Stage 6 – Concluding complaints
Complaints must be investigated and concluded within 28 days of receipt.
Responses should follow the way in which the complaint was initially lodged by the
member of the public i.e. if the original complaint was submitted by post, the
response should be send to the complainant through the post unless the
complainant has specifically requested a response through another form of
communication.
The outcome shall be recorded in the complaints log
When concluding a complaint, the response shall inform the complainant that if they
are not happy with the way that the complaint has been concluded that they can
refer the complaint to the IC and provide them with the details of how to do this.
Stage 7 – Exceptional circumstances
Where there are exceptional circumstances for not concluding the complaint within
28 days, communication must be had with the complainant to explain why the matter
will not be concluded within the timeframe and when it will be. Communication must
be sent to the complainant when the complaint is concluded.
Stage 8 – Corrective action
If the complaint is upheld, any corrective action shall be recorded in the complaints
log. Corrective action may include:
• Staff training
• Staff disciplinary
• Amending processes
• Suspending enforcement on a site
Stage 9 – Reporting breaches of the Code of Practice
Where the investigate has identified issues that constitute a breach of the code of
practice this shall be reported to the IPC to investigate. The IPC shall be provided
with all of the information gathered from the original complaint and subsequent
investigation.
All material breaches of the code of practice shall be reported to the IPC within 3
working days of becoming aware of the breach. Serious breaches should be notified
within 1 working day of becoming aware of it.
A material breach is a breach which is likely to result in risk to an individual, the
organisation, the industry, or the IPC. A serious breach is a breach which is likely to
result in sanction points under the sanction scheme.
Complaints from Members of Parliament
In addition to the requirements above. Where a complaint is received from an MP the
operator must, upon resolution of the complaint, refer the MP to the MP portal on the
IPC website.The following statement must be included in any response to an MP:
“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 .