Complaints Policy
Stage 1 – How to make a complaint
You can make a complaint by sending in writing to Complaints Dept, Park With Ease Ltd, Unit 15 Duttons Business Centre, Dock Road, Northwich. Cheshire CW9 5HJ or by email to helpme@parkwithease.co.uk
Stage 2 – Recording complaints
All complaints must be documented in the internal Complaints Register. The following details should be recorded:
- - Date of complaint
- - Complainant's information
- - A copy of the complaint
- - Copies of all related correspondence
- - Outcome of the complaint
- - Details of corrective actions taken to prevent recurrence (if the complaint is valid)
The Complaints Register must retain records for the last 36 months.
Stage 3 – Acknowledging complaints
All complaints will be acknowledged within 14 days
Stage 4 – Investigating complaints
Complaints will be investigated by a trained member of staff, who will:
- - Review the complaint
- - Gather evidence to support or refute the complaint, which may involve:
- - Speaking to the relevant staff members
- - Consulting with team leaders
- - Reviewing any issued parking charges
- - Assess whether there has been a breach of the Code of Practice
Stage 5 – Where a complaint also purports to be an appeal
If a complaint includes information that appears to be an appeal, the appeals process will be initiated. The complainant will be informed that the matter is being treated as an appeal. If further investigation reveals that the complaint is not related to an appeal, or if the complainant specifies that they do not wish it to be handled as such, the matter will revert to the standard complaints process.
Stage 6 – Concluding complaints
Complaints must be investigated and concluded within 28 days of receipt.
Responses should follow the way in which the complaint was initially lodged by the member of the public i.e. if the original complaint was submitted by post, the response should be send to the complainant through the post unless the complainant has specifically requested a response through another form of communication.
The outcome shall be recorded in the complaints log
When concluding a complaint, the response shall inform the complainant that if they are not happy with the way that the complaint has been concluded that they can refer the complaint to the IPC and provide them with the details of how to do this.
Stage 7 – Exceptional circumstances
If the complaint cannot be resolved within 28 days due to exceptional circumstances, the complainant must be informed of the delay and given an updated timeline. The complainant will be notified when the complaint is finally resolved.
Stage 8 – Corrective action
If the complaint is upheld, any corrective action must be documented in the Complaints Log. Corrective actions may include:
- - Staff training
- - Disciplinary action
- - Process amendments
- - Suspension of enforcement at a specific site
Stage 9 – Reporting breaches of the Code of Practice
If the complaints handler identifies issues that breach the code of practice, these shall be reported to the IPC for further investigation. The IPC will receive all information collected from the original complaint and the subsequent investigation.
Material breaches of the Code must be reported to the IPC within three working days of becoming aware of the breach, while serious breaches should be reported within one working day of becoming aware of it.
- - A material breach poses a risk to an individual, the organisation, the industry, or the IPC.
- - A serious breach is one likely to incur sanction points under the sanction scheme.
