Complaints Policy

Introduction

At UKPS Ltd, we take complaints seriously because they help us improve our services. Our complaints policy allows customers to tell us when we haven’t met their expectations so we can resolve issues quickly and effectively.

We handle complaints fairly and in line with the rules of the accredited parking association.

What this policy covers

This policy applies to complaints about parking enforcement. It does not cover issues unrelated to the IPC’s Approved Operator Code of Practice or the Parking (Code of Practice) Act 2019.

Submitting a complaint

Motorists can submit complaints by:

• Sending a letter, which will be scanned and emailed to our complaints inbox.
• Emailing complaints@theukps.com

Complaints can relate to a specific Parking Charge Notice (PCN) or other issues such as our processes, policies, services, or staff. Concerns mainly about the legitimacy of a PCN are treated as appeals.

Recording complaints

We keep records of all complaints for 36 months. This includes:

• Complaint details
• Related communication
• The outcome
• Any actions taken to prevent similar issues, with personal data removed as required by GDPR.

Who can complain?

Complaints can be made by motorists, including drivers and registered keepers. If a third party submits a complaint, we may ask for authorisation to comply with GDPR. The general public can also raise complaints, and we will respond appropriately.

Investigating complaints

A dedicated staff member investigates each complaint. This may include reviewing the relevant PCN, liaising with other departments, and addressing the concerns raised.

All complaint handlers receive regular training to ensure they meet legal and regulatory requirements.

If a complaint includes elements of an appeal, we will follow the appeals process first and inform the complainant.

Responding to complaints

We aim to:

• Acknowledge complaints within 5 working days.
• Provide a full response within 10 working days, and no later than 28 days. If more time is needed, we will update the complainant.

Our response will explain the outcome clearly and professionally. We will reply using the same method the complaint was made (e.g., email or post). Once resolved, personal details will be removed from our records.

If a motorist is not satisfied with how their complaint was handled, we will refer them to the IPC.

Reviewing complaints

We regularly review complaints to identify patterns or recurring issues. Where necessary, we update procedures, clarify guidance, or provide additional staff training to prevent similar problems in the future.