COMPLAINTS POLICY

Complaints Policy

Definition of a Complaint

A complaint is an expression of dissatisfaction relating to the organisation’s compliance with the applicable Code of Practice. A complaint does not include a challenge to the validity of a parking charge, which must be addressed through the appeals process.

Our Commitment

Parallel Parking Ltd is committed to delivering a high-quality service. We welcome feedback on our services and encourage individuals to tell us when we have not met expected standards. Complaints provide an opportunity for us to resolve issues promptly, fairly, and efficiently, and to improve our service.

All complaints and expressions of dissatisfaction are treated seriously, fairly, and consistently. We will listen carefully, respond professionally, and use the learning from complaints to support continuous improvement.

 

Complaints Covered

This policy applies to complaints relating to:

• The standard of service we provide
• The conduct or behaviour of our staff
• Any action or failure to act by staff that affects an individual or group

Complaints Not Covered

This policy does not apply to:

• Matters that have already been investigated through the appeals procedure
• Anonymous complaints
• Requests for access to information where statutory procedures apply (e.g. Freedom of Information Act 2000 or Data Protection Act 2018)

 

Standards for Handling Complaints

We will:

• Treat all complaints seriously, professionally, and impartially
• Handle complaints consistently, regardless of whether they are submitted by email or post
• Treat complainants with courtesy, fairness, and respect, and expect the same in return
• Handle complaints confidentially within our Complaints Department

 

Confidentiality

All complaints will be handled confidentially and in accordance with the Data Protection Act 2018 and applicable data protection legislation.

 

How to Make a Complaint

Complaints may be submitted by email or in writing:

Email: enquiries@parallelparkingltd.co.uk

Post:
Complaints Department
Parallel Parking Ltd
PO Box 7401
Walsall
WS1 9TP

Parallel Parking Ltd operates a two-stage complaints procedure. To help us investigate and resolve complaints promptly, complainants should clearly state that they are making a complaint under this procedure and provide all relevant details, documentation, and correspondence.

 

 

Recording Complaints

All complaints are recorded in the Internal Complaints Register. The following information will be retained:

• Date the complaint was received
• Name of the complainant
• Copy of the complaint
• Copies of all related correspondence
• Outcome of the complaint
• Details of any corrective action identified and taken (where applicable)

Complaint records are retained for a period of 36 months.

 

Acknowledgement of Complaints

We will acknowledge receipt of a complaint within 14 working days. This acknowledgement confirms that the complaint has been received and is under investigation.

 

Investigation of Complaints

Complaints are investigated by trained complaints handlers. The investigation may include:

• Reviewing the details of the complaint
• Gathering relevant evidence to uphold or dismiss the complaint
• Speaking with staff members involved, where applicable
• Consulting with team leaders or managers, where applicable
• Reviewing the parking charge issued, where applicable
• Assessing compliance with the Private Parking Code of Practice and/or CAS

 

Complaints Procedure and Timescales

We aim to deal with all complaints promptly. A full written response will normally be issued within 28 working days of receipt. If we are unable to meet this timescale, we will explain the reason for the delay and confirm when a full response can be expected.

Responses will be issued using the same method by which the complaint was received, unless an alternative format is requested. All outcomes are recorded by the Complaints Department.

 

Stage 1

Stage 1 provides the initial opportunity to resolve the complaint. Most complaints are resolved at this stage. Upon receipt, the complaint will be referred to the relevant Head of Department or Director for investigation and response.

 

Extension of Time Limits

In complex cases, it may be necessary to extend the investigation timescale. Where this occurs, we will keep the complainant informed of progress, explain the reason for the extension, and provide a revised response date.

 

Corrective Action

Where a complaint is upheld, we will take appropriate corrective action, which may include:

• Accepting responsibility
• Providing a clear explanation of what went wrong and why
• Making changes to put matters right
  
  Remedial actions may include:
  
  
• A sincere and meaningful apology
• Reviewing or amending a decision or service outcome
• Providing the service sought by the complainant, where appropriate
• Implementing procedural changes to prevent recurrence
• Additional staff training or supervision
• Temporary suspension of enforcement on site, where appropriate

Any remedy will be proportionate to the issue identified.

 

Reporting Breaches of the Code of Practice or CAS

Where an investigation identifies a breach of the Private Parking Code of Practice or the CAS, the matter will be reported to Conformity for further investigation. All relevant information will be provided.

Material breaches will be reported within 3 working days of identification. Serious breaches will be reported within 1 working day.

 

Stage 2 – Independent Review

If the complainant remains dissatisfied following Stage 1, they may escalate the complaint to the International Parking Community (IPC) via the online complaints portal:
https://theipc.info/login/complaints

The IPC will:

• Acknowledge complaints within 14 days of receipt
• Conclude investigations and notify both the complainant and the operator of the outcome within 28 days, or advise if additional time is required.
   
   
   
  

Last Updated: 30 December 2025
Company Registration Number: 11977657Registered in England and Wales