COMPLAINTS POLICY – PARKING ENFORCEMENT
1. INTRODUCTION
Vehicle Control services Limited recognises the importance of constructive complaints and welcomes them as a valuable form of feedback about our people and processes. We will use the information gained to help improve the quality of our services and our relationship with our clients and customers.
This policy explains our policy, how to complain and what we will do, including the timeframes for resolution.
2. WHAT IS A COMPLAINT?
Generally, a complaint relates to a dissatisfaction of our operational processes or services and, typically, can be categorised into one of the following:
• Raising a non-conformity against the single sector Code of Practice
• The performance of one of our employees
Important: a challenge against a Parking Charge Notice will not be considered a complaint; such challenges need to be formally raised via our Appeals Process details of which are covered within the Parking Charge Notice. See also section 6.
3. HOW TO COMPLAIN
Complaints must be made in writing and sent to the following address:
Vehicle Control Services Ltd
PO Box 4777, Sheffield, S9 9DJ
You should provide as much information as possible along with relevant supporting evidence.
4. RECORDING COMPLAINTS
Complaints will be logged in the Complaints Register and the following details will be recorded:
a) The date of complaint;
b) the complainant
c) the complainant type (eg. PCN recipient; client; MP; Member of staff other)
d) a copy of the complaint;
e) copy of all correspondence;
f) the outcome;
g) details of corrective action required and undertaken in order to mitigate a non-reoccurrence of the issue (where the complaint has merit).
Details of complaints will be retained for a minimum of 3 years and subject to GDPR considerations.
5. COMPLAINTS HANDLING AND RESOLUTION
Our trained complaints handlers will investigate complaints and resolve them as soon as possible. In any event, complaints will be acknowledged within 14 calendar days from date of receipt (unless a full response has been provided sooner) and will be fully responded to within 28 calendar days. However, in the event that more time is needed (for example because of the nature of investigations that are required), we will notify the complainant of this within the 28 day period and also include an expected date of resolution. All our responses, including acknowledgements, will be sent by post.
When we notify the complainant of the outcome of the complaint, we will also provide details of how they can complaint to our trade association, the IPC (the International Parking Community), should they wish to do so.
6. WHERE A COMPLAINT IS ALSO AN APPEAL
If a complaint relates to, or includes, an appeal (challenge) against a Parking Charge Notice it will be dealt in accordance with our Appeals Process and we will notify the complainant accordingly. Should it be subsequently established that the complaint does not constitute an appeal then the matter will be dealt with under the complaints process.
7. COMPLAINTS FROM MEMBERS OF PARLIAMENT (MPs)
In addition to the above requirements, if we receive a complaint from an MP, we will:
i). upon resolution of the complaint, refer the MP to the MP portal on the IPC website, and
ii) include the following IPC recommended statement in our response to the MP:
“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.”
8. POLICY REVIEW
This policy will be reviewed periodically for effectiveness and updated when necessary.