Nationwide Parking Control LTD has established this policy to outline how complaints will be accepted, recorded, investigated, responded to, and concluded. This policy serves as a guide for the effective management of complaints received by the company.
A complaint is defined as an issue with Nationwide Parking Control LTD's conformity to its own standards and procedures, or the Code of Practice under which it operates. The complaint does not include challenges to the validity of parking charges issued by the Company.
Nationwide Parking Control LTD provides clear channels for members of the public to lodge complaints. Complaints can be submitted via email to: dpo@nationwideparkingcontrol.co.uk or by writing us:
Nationwide Parking Control LTDComplaints are recorded in the internal Complaints Register maintained by the Company. The register contains:
The Complaints Register retains records for the last 36 months.
Nationwide Parking Control LTD acknowledges receipt of complaints within 14 days. This acknowledgment confirms that the complaint has been received and is under investigation.
Complaints are investigated by trained complaint handlers employed by the Company. The investigation process involves:
If a complaint also includes elements that could be construed as an appeal, Nationwide Parking Control LTD will initiate the appeals process and notify the complainant accordingly. Should it be determined that the complaint is not relevant to an appeal or if the complainant opts out of the appeals process, the matter will revert to the complaints process.
Nationwide Parking Control LTD aims to investigate and resolve complaints within 28 days of receipt. Responses will be issued through the same communication method used to lodge the complaint unless the complainant specifies otherwise.
The final response will:
If exceptional circumstances arise that prevent resolution within 28 days, Nationwide Parking Control LTD will communicate the delay and provide a revised timeline to the complainant. Final communication will be issued upon conclusion of the complaint.
When a complaint is upheld, corrective actions will be recorded in the Complaints Register. These actions may include:
If the investigation identifies a breach of the governing Code of Practice, Nationwide Parking Control LTD will report the issue to the Independent Parking Community (IPC) along with all relevant information.
Material breaches will be reported within 3 working days, and serious breaches will be reported within 1 working day. Definitions:
In addition to the processes above, when a complaint is received from a Member of Parliament (MP), Nationwide Parking Control LTD will direct the MP to the IPC MP portal upon resolution of the complaint.
The following statement will be included in any response to an MP:
“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.”