COMPLAINTS POLICY

Euro Parking Services Complaint Policy

At Euro Parking Services, we strive to provide exceptional parking management services to our clients and customers. However, we understand that there may be occasions when individuals wish to express concerns or lodge complaints regarding our services. We value all feedback as it helps us improve and enhance our operations. Therefore, we have established the following complaint policy to ensure that all complaints are addressed promptly and effectively:

  1. Definition of a Complaint:
    A complaint is defined as any expression of dissatisfaction or concern about the services provided by Euro Parking Services, including but not limited to issues related to parking facilities, payment systems, customer service, signage, or any other aspect of our operations.

Motorists should be informed of their right to complain. If a motorist makes a complaint and is not happy with the outcome of their complaint, they may complain to the IPC.

  1. Appeals

Motorists‚Äô may be confused between appeals and complaints. An appeal is defined as ‚ÄėA written communication to an operator to cancel an unparking charge or an unpaid parking¬†¬† tariff‚Äô

It is important to differentiate between a complaint and when a motorist sends an appeal as a complaint. Please read ‚ÄėAppeals & Correspondence Process‚Äô, for further information on how to identify and deal with an appeal.

 

 

  1. Internal Complaints

3.1 Timeframe

All complaints must be acknowledged within 10 working days. Complaints must be concluded within 20 working days.

In the case of exceptional circumstances where more than 20 working days are required to conclude a complaint, the complainant must be informed as to why the complaint has not been yet concluded. The complainant must be informed of why there was a delay, and when the case will be resolved.

 3.2 Responding to a complaint 

 For a complaint to possess merit, containing an outline for an area of improvement required   by us, the complainant is required to send us certain information which can assist us in resolving any issues they may be experiencing.

 A complaint must report at least one of the following: 

  • Poor / unprofessional behaviour from staff members
  • Purposefully incoherent correspondence
  • Incorrectly issued and/or processed parking ticket(s)
  • Poor quality of signage
  • Poor site conditions
  • Inability to pay for parking
  • Inadequate consideration period providing

 

A complaint may contain the following supporting information: 

  • PCN number and/or Vehicle Registration Mark
  • Full name and serviceable postal address, including postcode
  • Full details of the appeal, including specified reason(s) for us to consider the decision.
  • Supporting evidence (if applicable)

After a complaint is judged, and merit is found, further action must be taken to ensure that   the matter of cause is mitigated to prevent the matter from happening again.

3.3   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

‚ÄúWe 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. 38 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 [email protected]‚Ä̬†

 

3.4 Concluding the internal complaint

When concluded, the complainant must be given full details on how to complain to the IPC, regardless of whether or not they are happy with the outcome of their complaint.

 

4. Complaints to the IPC 

If the complainant is not happy with the outcome of their complaint, they may escalate the complaint to the IPC.

 

√ė¬† Motorists may also¬†¬† directly complain to the IPC¬†

4.1) Timeframe 

The IPC will respond to the complaint within 7 days of receiving the complaint. The IPC will conclude the complaint within 28 days, and inform the operator and complainant of the outcome within 28 days of receiving the complaint.

 

      4.2) Information requests 

Any information requested from the IPC must be adhered to within an appropriate timescale/ the time set out by the IPC for each individual Complaint

The following minimum details will be required by the IPC:

  • Date
  • Complainant
  • Operator (If applicable)
  • Site (If applicable)
  • Nature of Complaint
  • Response from Operator
  • Action Taken

We must provide the IPC any (additional) information they request

 

5. Complaints log 

We must maintain an internal complaints register to record all written complaints. We must record   the following information for every complaint we receive:

  • Date of Compliant
  • The Complainant
  • Copy of complaint
  • Copy of all correspondence between complainant and operator
  • Outcome of complaint
  • Details of corrective action required
  • Details of corrective action taken to ensure the situation does not recur

 

The register must show the last 24 months of complaints that we have received.

The register must be made available to the IPC when requested by the IPC

 

6. Complaint Handling Process:
Upon receipt of a complaint, Euro Parking Services will adhere to the following process:

  • Acknowledgment: We will acknowledge receipt of the complaint within 24 hours of its submission, either via email or telephone, depending on the preferred mode of communication indicated by the complainant.
  • Investigation: Our dedicated complaints resolution team will promptly investigate the nature of the complaint, gathering relevant information and conducting any necessary inquiries.
  • Resolution: We will strive to resolve the complaint in a timely manner, aiming to provide a satisfactory resolution as soon as possible of acknowledgment. In cases where additional time is required for investigation, we will provide regular updates to the complainant regarding the status of their complaint and the expected timeline for resolution.
  • Communication: Throughout the complaint handling process, we will maintain open lines of communication with the complainant, ensuring transparency and keeping them informed of any progress or developments.

 

7. Escalation Procedure:
If a complainant is dissatisfied with the resolution provided by Euro Parking Services, they may request escalation of their complaint to a higher authority within the company. In such cases, the complaint will be reviewed by senior management, and every effort will be made to reach a satisfactory resolution.

 

8. Feedback and Improvement:
Euro Parking Services values all feedback received through the complaint process. We will use insights gained from complaints to identify areas for improvement and implement corrective measures to enhance the quality of our services.

 

9. Confidentiality:
All complaints received by Euro Parking Services will be treated with the utmost confidentiality. Personal information provided by complainants will only be used for the purpose of addressing their complaint and will not be disclosed to third parties without consent, except as required by law.

 

10. Compliance:
Euro Parking Services is committed to complying with all relevant laws and regulations governing the handling of complaints, including data protection and privacy regulations.

 

This Complaint Policy is subject to periodic review and updates to ensure its effectiveness and compliance with best practices in complaint management. Euro Parking Services welcomes feedback on this policy and encourages stakeholders to provide input for continuous improvement.