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COMPLAINTS POLICY POLICY STATEMENT CPS Midlands Ltd take complaints received that are submitted by either motorist, or other involved entities seriously. The company policy going forward is to use any information learned to help improve our commitment to the motorist, our clients and ourselves. POLICY SCOPE Our policy is to ensure that we handle complaints fairly, efficiently, and in accordance with our accredited assoiation guide lines. Our main aim is to ensure that our complaints procedure is correctly carried out, so that complaintants have the confidence that their complaints are dealt with fairly and within th required time frame. THE DEFINITION OF A COMPLAINT A complaint is any expression of dissatisfaction about the services that is expected of CPS Midlands Ltd., their staff and services provided by us. There is a difference between a wish to contest a Parking Charge and that of a formal complaint. If a motorist wishes to dispute a Parking Chage this not a formal complaint and therefore the motorist should proceed to contest the Parking Charge notice via the appeals route as directed on the reverse of the Parking Charge left on their vehicle or as advised in any written notification they receive. If their appeal is rejected it still does not become a formal complaint, but the motorist has the oiption of appealing to the Independant Appeals Service (IAS), the details of which will be supplied within their appeal rejection notice. WHO CAN COMPLAIN? Complaints can be received from Motorists, Drivers, Hirers or Registered Keepers. If a complaint is submitted by an authorized third party, on behalf of a motorist, we may require further evidence of authorisation as per General Data Protection Regulations 2018. RECORDING A COMPLAINT All complaints and their outcome will be recorded and stored on our secure system for 36 months. The data stored will include any information provided or associated with the complaint. This data includes, but not restricted to, a copy of the complaint and the date received, all correspondence associated with the complaint, our response to the complaint. If the complaint cocerned a Parking Charge then all the documentation and images connected with and pertaining to it will be noted. If a complaint has merit and cause, then any corrective/ retraining that is required to prevent an occurence will be under taken and logged accordingly. SUBMITTING A COMPLAINT Complaints must be submitted in writing by letter to, CPS Midlands Ltd, P.O.Box 11363, Nottingham, NG2 9AS. We would advise sending your complaint via Royal Mail Signed For (Recorded Delivery). Your Complaint should contain all the evidence and facts that you wish us to consider and to assist us in dealing fairly with your complaint, and if it refers to Parking Notices then their reference number should be included. On receipt of a complaint, an acknowledgement will be sent within a few working days to confirm that the complaint has been received, this may be by post or by email if its supplied. It may become necessary while investigating a complaint that we may need to contact you for further information. INVESTIGATING A COMPLAINT Complaints will be reviewed and dealt with by a competent person who has had training within to deal with complaints. Each complaint will be investigated individually, and fairly. Complaint handlers are updated and retrained where necessary to keep up todate with updates and changes from governing bodies and legislation. If a complaint includes information that is deemed to be an appeal, the appeals procedure will be initiated, and the complainant will be informed of this action. If it is a 2-part letter ie Appeal and complaint, the appeal will be actioned as an appeal and the complaint dealt with as a complaint and the complainant notified accordingly. RESPONDING TO A COMPLAINT All complaints should be acknowledged within a few days but no longer than 14 working days and a full response within 28 days. If this deadline cannot be met because of the need for further evidence or investigation then a new date will be provided. When our investigation is complete CPS Midlands Ltd will notify you of the outcome by letter or email (if email address supplied) and the reasons for our decision. Once you have been notified of our decision the full informatioin and all documents concerning the complaint will be held on file on our secure system for 36 months. If the complainant is not satisfied with our decision, they may escalate their case to the International Parking Community (IPC) Stating their complaint, the reason they are not satified with our response and a sending a copy of our response to their complaint. Further details can be found at www.theIPC.info |
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