Complaints Policy

1. Introduction

   Local Parking Management Ltd takes complaints seriously as they help us to improve areas of our
   products and services and to resolve any issues relating to the consistency and quality of our
   business operations.

   Our complaints policy is an opportunity for customers to tell us when we might have fallen short of
   expectation, and how we can put things right.

   Local Parking Management Ltd receive, evaluate, make and record its decisions on complaints in a
   non-discriminatory manner, in accordance with the requirements of the accredited parking
   association.

2. Policy Scope

   The policy is designed to deal with concerns raised in relation to parking enforcement only;
   complaints that do not relate to matters pertaining to the BPA’s Approved Operator Code of Practice
   or Parking (Code of Practice) Act 2019 are not covered under the scope of the policy.

3. Definition of a Complaint

   The complaints policy is not intended to be used as a method for motorists to appeal a Parking
   Charge Notice (PCN) or Notice of Parking Charge (NPC). Matters relating specifically to appeals must
   be made in writing as instructed on the notice itself.

   If a complaint is received that is considered to be or includes an appeal against the validity of an PCN
   or NPC, we will treat it as an appeal and advise the customer of this, unless we are informed that the
   customer does not wish it to be so handled.

   Our definition of a complaint is something about the quality of the service provided by an
   organisation, its processes and/or the behaviour of its staff.

   Our definition of an appeal – correspondence shared against the decision of an organisation – in this
   instance, the decision to issue a Parking Charge Notice or Notice of Parking Charge – where a change
   to that decision is required.

4. How to make a Complaint

   Customers who wish to make a complaint must do so in writing. This is to ensure we know exactly
   what the nature of the complaint is and this reduces the possibility of ambiguity or of the customer’s
   complaint not being correctly recorded over the telephone. The complaint will then be registered
   onto our system and a unique reference code generated.

   Once the complaint has been received, we will acknowledge the complaint within 14 days and
   provide the unique reference code. The acknowledgement will be sent to the name and address or
   email provided. In the absence of valid contact details, it may not be possible to process a complaint
   or process it within the published timeframes.

   We will respond to complaints within 28 days of receipt. In some cases, however, the allotted
   timeframe could be extended due to the nature of the complaint and the complexities surrounding
   any investigation. If we are unable to reply to the complaint within 28 days, the customer will be
   written to, to advise of progress.

   A complaint must be made in writing via email or post:
   Email: Info@localparkingmanagement.co
   Postal Address: 20-22 Wenlock Rd, London N1 7GU
   The complaint must be made within 56 days of the incident taking place.

5. How Complaints will be recorded

   Complaints will be recorded on a complaint’s register and kept on file for 36 months and these will
   be available on request to authorised bodies. The details that will be retained will be:

   – Date of complaint
   – Copy of complaint
   – Copy of all correspondence
   – The outcome
   – Details of any corrective action required

   All personal data will be redacted in line with GDPR requirements.

   The complaints register will be reviewed every 14 days to identify trends and training opportunities.

6.  Escalation Process

   6.1 Stage one

   In the event that the customer is not satisfied with the handling of the complaint, the complaint can
   be escalated to Operations manager. The manager will acknowledge the escalated complaint within
   14 days. A full response to your complaint will be issued within 28 days unless exceptional
   circumstances have been identified. If more time is needed, the customer will be written to with an
   update.

   6.2 Stage two

   If the customer remains dissatisfied with our determination of the complaint, we will provide you
   with the details to enable you to complain to our Accredited Trade Association or Conformity
   Assessment Body (full details will be provided at the appropriate time).

   In order to escalate a complaint to our Accredited Trade Association or Conformity Assessment
   Body, the customer must supply our Accredited Trade Association or Conformity Assessment Body
   with a copy of our final complaint response.

   Our Accredited Trade Association or Conformity Assessment Body will not review escalated
   complaints where this is not provided by the customer.

7. Confidentiality

   All complaints will be dealt with in accordance with the requirements of the Data Protection Act
   2018.

   Please note, when a complaint concerns the issuing of an NPC issued by us, Local Parking
   Management Ltd are the data controller. As such the customer should be aware that any
   information provided in connection with the complaint will be used by Local Parking Management
   Ltd to help us deal with it. The customer’s information may also be passed to Local Parking
   Management Ltd staff who were enforcing any parking restrictions or conditions at the relevant site.
   Information may also be shared with the landowner and any permit service provider if relevant to
   allowing the complaint to be investigated and resolved.

   For more information on how we use your information you can contact our data protection officer at
   DRP. More information about your rights concerning the use of your personal data is available
   within our privacy policy found on our website www.localparkingmanagement.co