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COMPLAINTS POLICY

1. Purpose

At Blue Parking, we are committed to delivering high quality parking management services. This Complaints Policy outlines our approach to handling complaints. The purpose of this policy is to ensure that all complaints are managed consistently, fairly, and effectively in accordance with regulatory standards, enabling us to resolve issues and improve our services.

2. Scope

This policy governs the process for receiving, investigating, responding to, and resolving complaints related to our operations, excluding challenges to the validity of parking charges, which are addressed through a separate appeals process.

3. Policy Principles

Blue Parking upholds the following principles when managing complaints:

  • Transparency: Our complaints process is accessible and clear to all stakeholders.
  • Responsiveness: Complaints are acknowledged and resolved within specified timeframes.
  • Confidentiality: We protect the privacy and confidentiality of complainants throughout the process.
  • Continuous Improvement: Feedback received through complaints is used to enhance service quality.

4. Definitions

  • Complaint: An expression of dissatisfaction related to operations of Blue Parking or adherence to the Private Parking Sector Single Code of Practice.
  • Appeal: A formal request to reconsider the validity of a parking charge, handled separately from complaints.
  • Complainant: Any individual that submits a complaint.

5. Complaints Process

5.1 How to Submit a Complaint?

Complaints can be submitted in writing via post to Blue Parking, Complaints Department, Office 2, 51 Pinfold Street, Birmingham, B2 4AY.


Required Information: To ensure timely resolution, complainants should provide:
  • Relevant dates, times, and location of the incident.
  • Parking Charge Notice (PCN) reference number (if applicable).
  • Full name, contact details, and vehicle registration number.
  • Detailed description of the issue and any supporting evidence (e.g., photographs, receipts).
  • Desired outcome or resolution.

5.2.Recording Complaints

Upon receipt, all complaints will be recorded in the internal Complaints Register, capturing:

  • Date of complaint.
  • Complainant’s details.
  • Copy of the complaint.
  • Copies of all related correspondenc.
  • Outcome of the investigation.
  • Details of corrective actions required and undertaken.
Retention Period: The complaints register will retain records for 3 years.

5.3.Acknowledging Complaints

We will acknowledge receipt of all complaints within 10 working days. If it takes longer to respond to a complaint, an acknowledgment letter will be sent which confirms that the complaint has been received and is under investigation.

6. Investigating Complaints

6.1.Conducting the Investigation

Complaints will be investigated by trained complaints handlers who will:

7. Conclusion of Complaints

7.1.Resolution and Response

Complaints will be resolved within 10 working days. In exceptional circumstances or where necessary, resolution may extend up to 20 working days.

  • We will communicate the reasons for the delay to the complainant.
  • An estimated date for resolution will be provided.
  • The complainant will receive communication upon conclusion of the complaint.

7.3.Corrective Actions

If a complaint is upheld, we will take corrective action to address the issue and prevent recurrence. Possible actions include:

  • Staff retraining or disciplinary measures.
  • Amendments to procedures and processes.
  • Suspension of enforcement at specific locations.
  • Process improvement initiatives.

Corrective actions will be recorded in the Complaints Register

8. Reporting Breaches of the Code of Practice

8.1.Reporting to the IPC

Corrective actions will be recorded in the Complaints Register

9. Complaints from Members of Parliament (MPs)

When a complaint is received from a Member of Parliament (MP), we will direct the MP to the IPC MP Portal for further communication upon resolution

10. Feedback and Continuous Improvement

Blue Parking values all feedback received through the complaints process. Insights gained from the complaints will be used to identify areas of improvement and to make necessary adjustments to our services. Continuous monitoring and review of complaints will help drive improvements in service delivery.

11. Confidentiality

All complaints will be handled with strict confidentiality. Personal information collected will be used solely for the purpose of addressing the complaint and will not be shared with third parties without consent, except as required by law.

12. Compliance

Blue Parking is committed to complying with all applicable laws and regulations concerning complaint handling, including:

  • Data Protection Legislation:We will ensure that all personal data is managed in accordance with relevant data protection and privacy regulations.
  • Industry Standards:Compliance with the Private Parking Sector Code of Practice and any other relevant regulatory and industry standards.

13. This Complaints Policy will be reviewed annually or sooner if required due to changes in legislation, industry standards or organizational requirements. Feedback from internal and external audits and the outcomes of complaints will inform these reviews.