Complaints Procedure

Parkshield Collection Ltd Complaints Policy

Introduction

Parkshield Collection Limited is committed to maintaining high standards of service and professionalism. This policy outlines how we handle complaints in line with the requirements of the International Parking Community (IPC) Code of Practice.

Definition of a Complaint

A complaint is defined as an issue raised concerning our conformity with the IPC Code of Practice. This does not include challenges regarding the validity of a parking charge.

How to Submit a Complaint

We accept formal complaints through the following channels:

  • Post: Complaints Dept. Parkshield Collection Ltd, PO BOX 320, Stockport, SK7 0FP

All complaints must include

  • Date of Incident
  • Vehicle Registration
  • PCN Reference
    Reason for Complaint
  • Contact Details for Complainant
  • Full Name and Address of Complainant

Recording Complaints

All complaints will be documented in our internal Complaints Register, which will include:

  • Date of complaint
  • Name and Contact details of the complainant
  • Details of the complaint
  • Unique Compla
  • int Reference
  • Copies of all correspondence
  • Outcome of the investigation
  • Corrective actions (if applicable)

The register will retain records for 36 months.

Acknowledging Complaints

Complaints will have their complaint acknowledged within 14 days of receipt. The acknowledgment will confirm that the complaint is under investigation.

  • Reviewing the details of the complaint
  • Gathering necessary evidence, which may involve:
    • Speaking to involved staff or team leaders
    • Reviewing issued parking charges (if relevant)
  • Assessing the complaint against the IPC Code of Practice guidelines

Handling Appeals and Complaints

If a complaint contains information resembling an appeal, it will follow the appeals process. If later deemed not to be an appeal, or at the complainant’s request, the matter will revert to the complaints process.

Responding to Complaints

Complaints will be concluded within 28 days of receipt. Responses will be sent through the same channel used to lodge the complaint unless otherwise requested by the complainant.
If the complainant is dissatisfied with the outcome, they may refer the matter to the IPC. We will provide the necessary details for this escalation.

Exceptional Circumstances

In cases where complaints cannot be resolved within 28 days, we will inform the complainant of the delay, its reasons, and the expected resolution timeline.

Corrective Actions

When a complaint is upheld, corrective actions may include:

  • Staff training or disciplinary actions
  • Amendments to processes
  • Suspension of enforcement on a specific site

These actions will be documented in the Complaints Register.

Reporting Breaches

Material or serious breaches of the IPC Code of Practice identified during investigations will be reported to the IPC within:

  • 3 working days for material breaches
  • 1 working day for serious breaches

All relevant information will be shared with the IPC for their review.

Looking to Appeal or Pay a PCN you have received from Parkshield or the Parking Enforcement Agency?

You need our PCN management portal, accessed via the link - Click the button to visit the PCPEA website