Parking Complaints Policy

14 Services Complaints Policy

Stage 1 – The Complaints

Complaints can be sent to us via email, (info14services.com), letter to 14 Services,

Windover House, St Ann Street, Salisbury, SP1 2D or via our website using the

contact us form.

Stage 2 – Recording complaints

Complaints shall be recorded in the internal Complaints register. The following

information will be recorded:

• 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).

The complaints register will maintain the last 36 months of complaints.

Stage 3 – Acknowledging complaints

Complaints will be acknowledged to the complainant within 14 days from receipt of

the complaint. An acknowledgement is that the complaint has been received and is

being investigated

Stage 4 – Investigating complaints

Investigations shall be completed by trained complaints handlers. The complaints

handlers shall:

• Review the complaint

• Gather evidence to uphold or dismiss the complaint. Which may include

o Speak to member of staff involved (where applicable)

o Speak to team leader (where applicable)

o Review parking charge issued (where applicable)

• Review against the Code of Practice to see if there has been a breach

Stage 5 – Where a complaint also purports to be an appeal

Where a complaint also includes information that purports to be an appeal, the

appeals process will be enacted, and the complainant will be informed that

the complaint is being treated as an appeal and therefore the appeals process is

being followed.

If after further investigation it is clear that the complaint is not relevant to an appeal

or the complainant informs us that they do not wish it to be handled

as an appeal, then the process shall revert back to the complaints process.

Stage 6 – Concluding complaints

Complaints will be investigated and concluded within 28 days of receipt.

Responses will follow the way in which the complaint was initially lodged by the

member of the public i.e. if the original complaint was submitted by post, the

response will be sent to the complainant through the post unless the

complainant has specifically requested a response through another form of

communication.

The outcome shall be recorded in the complaints log.

When concluding a complaint, the response will inform the complainant that if they

are not happy with the way that the complaint has been concluded that they can

refer the complaint to the IPC and provide them with the details of how to do this.

Stage 7 – Exceptional circumstances

Where there are exceptional circumstances for not concluding the complaint within

28 days, communication will be had with the complainant to explain why the matter

will not be concluded within the timeframe and when it will be. Communication must

be sent to the complainant when the complaint is concluded.

Stage 8 – Corrective action

If the complaint is upheld, any corrective action shall be recorded in the complaints

log. Corrective action may include:

• Staff training

• Staff disciplinary

• Amending processes

• Suspending enforcement on a site

Stage 9 – Reporting breaches of the Code of Practice

Where the investigate has identified issues that constitute a breach of the code of

practice this shall be reported to the IPC to investigate. The IPC shall be provided

with all of the information gathered from the original complaint and subsequent

investigation.

All material breaches of the code of practice shall be reported to the IPC within 3

working days of becoming aware of the breach. Serious breaches should be notified

within 1 working day of becoming aware of it.

A material breach is a breach which is likely to result in risk to an individual, the

organisation, the industry, or the IPC. A serious breach is a breach which is likely to

result in sanction points under the sanction scheme.