Park365 Complaints Policy

Well, it's important to note that our complaints policy is separate from the appeals process for Parking Charge Notices (PCNs). If you've received a PCN and wish to appeal, you can do so through our appeal process on our website. But if you're experiencing issues with the quality of service, our processes, or the conduct of our staff, that's where our complaints process comes into play.

It's simple! Just reach out to us in writing at complaints@park365.uk or via mail to our Customer Service Team at Park365 Ltd, Customer Services Team, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Be sure to include all relevant details, such as the date, time, and location of the incident, along with your contact information and any supporting evidence you may have.

Once we receive your complaint, we'll register it via our CRM system, assign a unique reference code, and acknowledge it within 14 days. Our dedicated team will then thoroughly investigate the matter and provide you with a response within 28 days. If your case is particularly complex, don't worry – we'll keep you informed every step of the way.

Rest assured, your complaint will be recorded in our register, which we retain for 36 months. This ensures transparency and accountability, as all relevant information, including correspondence and outcomes, is readily available upon request to authorized bodies.

Should you remain dissatisfied with our response, you have the option to escalate your complaint to our Accredited Trade Association, the International Parking Community (IPC). Simply visit their website for further assistance.

Lastly, your privacy and data protection are of utmost importance to us. We handle all complaints in accordance with the Data Protection Act 2018 and the UK GDPR, ensuring that your information is treated with the utmost confidentiality and care. Your consent for data processing can be withdrawn at any time, and we're here to address any concerns you may have regarding your privacy.

At Park365, we're committed to providing you with exceptional service, and your feedback plays a crucial role in helping us achieve that goal. So, if you have any complaints or concerns, don't hesitate to reach out – we're here to listen and make things right.

Investigations shall be completed by our trained complaints team and all complaints are reviewed by a senior manager before we respond to your complaint.

The complaints team will:

• Review the complaint
• Gather evidence to uphold or dismiss the complaint. Which may include:
  • Speaking to member of staff involved (where applicable)
  • Speaking to manager(s) (where applicable)
  • Review parking charge issued (where applicable)
• Review against Private Parking Code of Practice/CAS to see if there has been a breach

Our dedicated team will then thoroughly investigate the matter and provide you with a response within 28 days in writing either via email or letter depending on which method we received the original complaint or based on your wishes.

Where a complaint also includes information that purports to be an appeal, the appeals process will be enacted, and you will 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 you inform us that you do not wish it to be handled as an appeal, then the process will revert back to the complaints process.

Firstly, please accept our sincere apologies and we are very sorry for the inconvenience caused, we have high standards and we are sorry we have not achieved these on this occasion.

Secondly, we want to learn from our mistakes and take ownership, so once a complaint is upheld we will investigate the issues around the parking charge notice and decide if corrective action is needed, this may include such measures as:

• Staff training
• Staff disciplinary
• Amending processes
• Suspending enforcement on a site

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

If you are not satisfied with the response you have received, we will escalate the matter internally to the appropriate management team for their review. All escalations will be reviewed, acknowledged within 14 days and, depending on the complaint investigation, ensure there is a full response provided to you within a further 28 days.

Should you remain dissatisfied with our response, you have the option to escalate your complaint to our Accredited Trade Association, the International Parking Community (IPC). Simply visit their website for further assistance.

In order to escalate a complaint to our Accredited Trade Association, the customer must supply our Accredited Trade Association a copy of our final complaint response.

Our Accredited Trade Association will not review escalated complaints where this is not provided by the customer.