Complaints policy

You have the option to file a complaint.

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

How can someone complain

When writing your complaint,

• Please make sure to provide all relevant information about the issue.
• If it involves a specific car park, please give the location, car park name, or location code, which is visible on the signs inside the car park.
• Your contact details where we can contact you regarding your complaint.

You can submit your complaint using the following:

• By email: info@hancp.co.uk
• Via contact us form on our website: https://www.hancp.co.uk/contact/
• By post: Have A Nice Car Park Ltd, PO BOX 410, Scunthorpe, DN15 5GP.

Please note that electronic methods are the fastest and safest way to get your complaint heard and dealt with.

Recording complaints

Complaints shall be recorded in the internal Complaints register. The following information will be recorded:

• Date of complaint;
• The complainant;
• Copy of the complaint;
• Copy of all correspondence;
• Outcome;
• Details of corrective action are 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.

Acknowledging complaints

The acknowledgement that the complaint has been received and is being investigated will be sent to the complainant within 14 days of receiving the complaint.

Investigating complaints

Trained complaints handlers shall complete investigations. The complaints handlers shall:

• Review the complaint
• Gather evidence to uphold or dismiss the complaint. Which may include
• Speak to a member of staff involved (where applicable)
• Speak to the team leader (where applicable)
• Review parking charge issued (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 the parking operator that they do not wish it to be handled as an appeal, then the process will revert back to the complaints process.

Concluding complaints

Complaints will be investigated and concluded within 28 days of receipt. Responses will follow the method by which the member of the public initially lodged the complaint. For example, 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 will inform the complainant that if they are not happy with the way the complaint has been concluded, they can refer the complaint to the IPC and provide them with details on how to do this.

Exceptional circumstances

Where there are exceptional circumstances for not concluding the complaint within 28 days, the complainant will be messaged 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.

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

Reporting breaches of the Code of Practice

Where the investigation has identified issues that constitute a breach of the code of practice, this will be reported to the IPC for investigation. The IPC will be provided with all the information gathered from the original complaint and subsequent investigation. All material breaches of the code of practice will be reported to the IPC within three working days of becoming aware of the breach. Serious breaches should be notified within one 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.

Complaints from Members of Parliament

In addition to the requirements above. Where a complaint is received from an MP, the operator will, upon resolution of the complaint, refer the MP to the MP portal on the IPC website.