This policy explains how ParkForce Solutions Ltd accepts, records, investigates, responds to, and concludes complaints. A complaint relates to compliance with the Code of Practice and is separate from an appeal against a Parking Charge Notice.
Complaints may be submitted by email (info@park-force.com) or post.
All complaints are recorded in the internal Complaints Register and retained for 36 months. Recorded information includes the date, complainant, correspondence, outcome, and any corrective action taken.
Complaints are acknowledged within14 days of receipt.
Investigations are undertaken by trained staff and may include evidence review, staff interviews, and assessment against the Code of Practice.
Where a complaint also constitutes an appeal, the appeals process is applied and the complainant is informed accordingly.
Complaints are concluded within 28 days where possible. Responses are issued using the same communication method as the original complaint. Complainants are informed of their right to refer unresolved matters to the IPC.
Where delays occur, the complainant is informed of the reason and revised timescale.
Where upheld, corrective action may include training, disciplinary measures, process amendments, or site enforcement suspension.
Material breaches are reported to the IPC within required timescales.
Complaints from MPs are handled inaccordance with IPC requirements and referred to the IPC MP Portal upon resolution.