Complaints Handling Policy

Introduction

This document defines the internal complaints handling policy of Solutionlabs Ltd who are an accredited Service Provider under the IPC's ASP scheme. This document has been prepared to ensure that we are handling complaints in a compliant way and pursuant to the Private Parking Sector Single Code of Practice.

Scope of this Policy

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. Additionally, any incidence of non-conformance with the Private Parking Code of Practice would warrant a complaints investigation. We listen to your complaints, treat them seriously and learn from them so that we can continuously improve our service.

Our complaints policy does not cover:

• Challenges against the validity of a parking charge. If we receive such a challenge, we will treat it as an appeal and will advise you of this, unless we are informed that you do not wish it to be so handled in which case we will revert back to the complaints process.
• Matters that have already been investigated via our complaints process.
• Anonymous complaints.
• Dissatisfaction relating to the outcome of an Independent Appeal, Tribunal or Court Hearing.
• Complaints relating to our policies or internal procedures.
• Complaints about access to information where existing legislation deals with such issues i.e. Data Protection Act 2018.
• Persistent or Vexatious complaint.

How to make a Complaint

You can send an email to: complaints@solutionlabs.co.uk
Or in writing to:
Complaints Department
Solutionlabs Ltd
Regent House
Hove Street
Hove
BN3 2DW

We do not usually accept verbal complaints. This is to ensure that all records are accurate and fully reflect the complaint. We may, at our discretion, accept a verbal complaint, if there is a compelling reason to do so or if the Law requires us to do so. We will provide you with a final response or an acknowledgement of your complaint within 14 days or a final response within 28 days.

If a complaint is particularly complex, we may require more time to investigate. If so, we will contact you within 28 days to advise you of our progress and to give you an expectation of when we anticipate being able to conclude the matter. Unless you specifically request an alternate method, responses will follow the way in which the complaint was received i.e. if you complain by post, we will send your response in the post. All responses will be issued to the name and address, or email provided. If we are not provided with valid contact details, we may not be able to process and respond to your complaint in line with this process.

If a complaint involves a parking charge, and you are not the recipient, we will require authority from the account holder before we can disclose any information pertaining to the parking charge.

Where a complaint also includes information that purports to be an appeal, the appeals process shall be enacted, and we will notify the appellant that the matter is being treated as an appeal. If, after investigation, the complaint is not relevant to an appeal or the complainant informs us that they do not wish for it to be handled as an appeal, then the matter will revert to the complaints process.

Recording Complaints

Complaints will be recorded in our internal complaints register and we will record the following information:

• Date of complaint
• Complainant name
• Account reference
• Copy of the Complaint
• Copy of all relevant correspondence
• Outcome of our investigation

If a complaint is found to have merit, and if we identify that corrective action is required, we will record such action with a view to ensuring that the situation does not recur. Corrective action may include extra staff training, process review, disciplinary action, or the suspension of enforcement on a site All information recorded in our complaints log will be retained for 36 months, pursuant to regulatory requirements and will be processed in accordance with the UK Data Protection Act 2018.

Investigation Stage

Competent complaints handlers will complete all investigations. During this stage, the handler will review the complaint and will gather any available evidence. This may include speaking to relevant staff members or senior staff. If a parking charge has been issued, the handler will review the charge to ensure that the charge has been issued pursuant to the Private Parking code of Practice.

Once a full review has taken place, the complaint handler will adjudge whether to uphold or not uphold the complaint and a final response will be issued in accordance with our published time frames. This response will explain our reasoning behind our decision.

If a complaint is upheld, and we determine that a breach of the Single Private Parking Code of Practice has occurred, we will report the breach to the IPC. Serious Breaches will be reported within 1 day and less serious breaches will be reported within 3 days.

If a complaint is not upheld, and you are dissatisfied with our decision, our final response will include contact details for the IPC, who you are able to escalate the complaint to. If a complaint is received from a Member of Parliament, and the complaint is not upheld, the final response will include a referral to the (IPC) web portal where complaints may be escalated.