Complaints Policy

This policy explains how UK Parking Control Management (UKPCM) receives, records, investigates and responds to complaints about its services, staff, contractors, parking enforcement activity or administration. It is intended to ensure that complaints are handled consistently, fairly and professionally.

This policy applies to complaints made by motorists, landowners, residents, visitors, customers, clients, contractors, members of the public and other persons affected by UKPCM's activities. A complaint is different from an appeal against a Parking Charge Notice (PCN). PCN challenges are handled under the separate Appeals Policy.

A complaint may be submitted through the complaints facility on the UKPCM website, by email, by telephone or in writing. Where possible, the complainant should provide their name and contact details, the PCN number or vehicle registration where relevant, the location involved, the date of the incident, a clear description of the concern and any supporting evidence.

Complaints may be sent to:

• Email: info@ukpcm.co.uk
• Telephone: 0330 043 9765
• Address: 167–169 Great Portland Street, 5th Floor, London, England, W1W 5PF
• Website: ukpcm.co.uk

UKPCM will aim to acknowledge a complaint within 5 working days. The acknowledgement will confirm, where practicable, the person responsible for handling the complaint and whether further information is required.

Complaints will be reviewed objectively and proportionately. UKPCM may examine relevant records, correspondence, photographs, payment information, enforcement data, staff statements and other available evidence. A substantive response will normally be provided within 28 days. If more time is required, the complainant will be informed of the reason for the delay and the expected response date.

A complaint may be recorded as upheld, partially upheld, not upheld, resolved, withdrawn or requiring no further action. The response will explain the findings and, where appropriate, identify any remedy, correction, apology, refund consideration, procedural improvement or other corrective action.

If the complainant remains dissatisfied, they may request an internal review by explaining why they disagree with the response and providing any additional relevant information. UKPCM will review the original handling and determine whether further action is appropriate. This internal review does not replace any independent appeal or dispute-resolution process that may apply to a PCN.

Where a complaint identifies an error, service failure, training issue, system problem or procedural weakness, UKPCM will consider suitable corrective and preventative action. Actions may include correcting records, reviewing a decision, improving communications, retraining personnel or updating procedures.

UKPCM will record all complaints in a complaints log and retain the relevant information for a rolling period of 36 months. The log will include the complaint date, complainant details where available, subject matter, relevant PCN or site information, investigation, outcome, action taken and closure date. Records will be handled securely and only accessed by authorised personnel.

Personal information provided in a complaint will be processed in accordance with UKPCM's Privacy Policy. Data protection concerns may be referred to Kamrul Alom, the designated Data Protection Officer, using the contact details above.

This policy will be reviewed at least annually and whenever there is a material change to UKPCM's services, legal obligations, regulatory requirements or complaint-handling arrangements.

This policy is a supporting internal procedure. The complaints log is maintained separately and is used to record complaints over the required rolling 36-month period.