Options to lodge a complaint
Car Park Securities Limited will accept complaints by email contact@carparksecurities.com, or a letter sent to P.O Box 787, Rochdale, OL16 9TH or through our website www.carparksecurities.com.
Recording Complaints
Car Park Securities Limited will record all complaints on our complaints register which will record the following:-
- date of complaint;
- the complainant;
- copy of complaint;
- copy of all correspondence;
- outcome;
- details of corrective action required and undertaken to ensure the situation does not recur (where the complaint has merit).
Car Park Securities Limited will maintain a complaints register showing the last 36 months of complaints.
Car Park Securities Limited are aware of their responsibilities under the GDPR, due to the fact that the complaint will contain personal data. Our privacy policy can be viewed at www.carparksecurities.com/privacy-policy
Acknowledging Complaints
Car Park Securities Limited will acknowledge to the Complainant, within 10 working days, that they have received the complaint and are investigating.
Investigating and Concluding Complaints
Car Park Securities will investigate and conclude complaints within 28 days of receipt. Where there are exceptional circumstances, and it is not possible to conclude the matter within 28 days (of receipt) we will write to the complainant to explain why, and give a timescale for its conclusion. We will write to the complainant when the complaint is concluded. Complaints are handled in the following manner:
- Review the complaint
- Gather evidence to uphold or dismiss the complaint
- Review against the Private Parking Code of Practice/CAS to see if there has been a breach
- The complaint will be recorded in our complaints log
Where complaints purport to be an appeal
If while processing your complaint it is concluded that your complaint is an appeal then we will inform you of this, in writing and explain how to make an appeal. In this case on writing to you, if you inform us that you do not wish to appeal your complaint will automatically revert back to the start of the complaints process described under ‘Investigating and Concluding Complaints’ on the previous page.
If you are not satisfied with the outcome of a complaint
We will explain, at the same time as writing to you with the outcome of your complaint investigation, how you can refer your complaint to The IPC including contact details and how to do this.
Corrective Action
If the outcome of the complaint is that the complaint is upheld, any corrective action will be recorded in the complaints log. Corrective action may include staff training, disciplinary, amending processes and suspending enforcement on the site until such a time as any recommendations are initiated.
If you are not satisfied with the outcome of the complaint, you may refer your complaint to the International Parking Community (IPC) at https://www.theipc.info/
Complaints from Members of Parliament (MP)
In addition to the requirements above. Where a complaint is received from an MP, Car Park Securities Limited will, upon resolution of the complaint, refer the MP to the MP portal on the IPC website.