Complaints

Operators Internal Complaints Policy

This policy identifies how Responsible Parking Management Ltd (RPM Ltd) will accept, record, investigate, respond and conclude complaints received.

A complaint is where there is an issue with the organisation’s conformity against the Code of Practice. A complaint is not where there is a challenge against the validity of the parking charge.

Options to lodge a complaint

A member of the public can complain using one of the following routes:

• Via letter (postal to the registered address)
• Via the website
• Via email

Recording complaints

RPM Ltd have an internal Complaints Register to record all written complaints, upon which the following are recorded:

• Outcome
• Copy of complaint
• Date of complaint
• The complainant
• Copy of all correspondence
• Details of corrective action required and undertaken to ensure the situation does not recur (where the complaint has merit)

RPM Ltd will maintain the register showing the last 36 months of complaints. RPM Ltd are aware of their responsibilities under the GDPR due to the fact that the compliant will contain person data.

Acknowledging complaints

RPM Ltd will acknowledge to the complainant within 14 day from receipt of the complaint. An acknowledgement is that the complaint has been received and is being investigated.

Investigating complaints

Investigations shall be completed by trained complaints handlers. The complaints handlers shall:

• Review parking charge issued (where applicable)
• Speaking to the member of staff involved (where applicable)
• Review the complaint
• Gather evidence to uphold or dismiss the complaint which may include:
• Speaking to the team leader (where applicable)
• Review against the Code of Practice to see if there has been a breach

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 RPM Ltd that they do not wish it to be handled as an appeal, then the process shall revert to the complaints process.

Concluding complaints

Complaints must be investigated ad concluded within 28 days of receipt.

Responses follow in the way in which the complaint was initially lodged by a member of the public i.e., if the original complaint was submitted by post, the response will be sent to the complainant by 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, they can refer the complaint to the IPC – details of how to do this will be provided.

Exceptional circumstances

Where there are exceptional circumstances for not concluding the complaint within 28 days, communication will be made with the complainant to explain why the matter will not be concluded within the timeframe and when it will be. Communication will be sent to the complainant when the complaint is concluded.

Correct action

If the complaint is upheld, any corrective action shall be recorded in the complaints log. Corrective action may include:

• Amending processes
• Staff training
• Staff disciplinary
• Suspending enforcement on site

Reporting breaches in the Code of Practice

Where the investigation has identified issues the constitute a breach of the Code of Practice, this will be reported to the IPC to investigate. The IPC will be provided will all of the information gathered from eth original complaint ad 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.

Complaints from Members of Parliament

Where a complaint is received from an MP, RPM Ltd will, upon resolution of the complaint, refer the MP to the MP portal on the IPC website.

The following statement will be included in any response to an MP:

We are members of the International Parking Community (IPC) Accredited Operation 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 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 proved 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 members of parliament. Your username will be your email address. An email will have been sent with your login details. If you have any issues, please contact the IPC via email on mp.enquiries@theipc.info.