Complaints Process
Stage 2.
Recording complaints
Complaints will be recorded in our internal Complaints register. The following information will 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 will be maintained the last 36 months of complaints.
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
- Speak to member of staff involved(where applicable)
- Speak to team leader (where applicable)
- Review parking charge issued(where applicable)
- Review against Private Parking Code of Practice/CAS 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 will be informed that the complaint is being treated as an appeal and therefore the appeals process is being followed.
If after further investigation 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 to the complaints process.
Concluding complaints
Stage 6.
Complaints will be investigated and concluded within 28 days of receipt.
Responses will 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 will 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 Conformity and provide them with the details of how to do this.
Exceptional circumstances
Stage 7.
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.
Corrective action
Stage 8.
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
Reporting breaches of the Private Parking Code of Practice or the CAS
Stage 9.
Where the investigate has identified issues that constitute a breach of the code of practice or the CAS, this shall be reported to Conformity to investigate. Conformity shall be provided with all of the information gathered from the original complaint and subsequent investigation.
All material breaches of the code of practice or the CAS shall be reported to the Conformity 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 Conformity. 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 opera to 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 user name 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
