A complaint is correspondence about the quality of a service provided by an organisation, its processes, and/or the behavior of its staff.
Members of the public can submit complaints to UKCPS Ltd in writing to the following address: City West Business Park, Building 3, Gelderd Road, Leeds, LS12 6LN
All complaints must be documented in the internal Complaints Register. The following details should be recorded:
The Complaints Register must retain records for the last 36 months.
Complaints must be acknowledged within 14 days of receipt. This acknowledgment confirms that the complaint has been received and is being investigated.
Complaints will be investigated by trained handlers, who will:
If a complaint includes information that appears to be an appeal, the appeals process will be initiated. The complainant will be informed that the matter is being treated as an appeal. If further investigation reveals that the complaint is not related to an appeal, or if the complainant specifies that they do not wish it to be handled as such, the matter will revert to the standard complaints process.
Complaints must be investigated and concluded within 28 days of receipt.
Responses should 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 should be send 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 shall 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.
If the complaint cannot be resolved within 28 days due to exceptional circumstances, the complainant must be informed of the delay and given an updated timeline. The complainant will be notified when the complaint is finally resolved.
If the complaint is upheld, any corrective action must be documented in the Complaints Log. Corrective actions may include:
If the complaints handler identifies issues that breach the code of practice, these shall be reported to the IPC for further investigation. The IPC will receive all information collected from the original complaint and the subsequent investigation.
Material breaches of the Code must be reported to the IPC within three working days of becoming aware of the breach, while serious breaches should be reported within one working day of becoming aware of it.
When a complaint is received from a Member of Parliament (MP), the operator must, upon resolution, refer the MP to the MP portal on the IPC website. The following statement must be included in the response:
“We are members of the International Parking Community (IPC) Accredited Operator Scheme (AOS). The IPC is a DVLA Accredited Trade Association (ATA) and has a Code of Practice and an Independent Appeals Service (IAS) that allows a Motorist access to an independent adjudication process on the lawfulness of Parking Charges issued by their members. An important condition of being an AOS member is that operators must adhere to The Code.
If you are not content with the response, we have provided you with, you can refer this to the IPC who will investigate and provide you with a response. To make this process as simple as possible the IPC has created a communication portal on their website https://theipc.info/login for you to use. They have created a username for all members of Parliament. Your username will be your email address. An email will have been sent with your login details. There is an option for you to reset your password if you are unable to login. If you have any issues, please contact the IPC via email on mp.enquiries@theipc.info
