Complaints Policy
1. Introduction
First Parking LLP takes complaints seriously as they help us to improve areas of our products
and services and to resolve any issues relating to the consistency and quality of our business
Our complaints policy is an opportunity for customers to tell us when we might have fallen
short of expectation, and how we can put things right.

First Parking LLP receive, evaluate, make, and record its decisions on complaints in a non-
discriminatory manner, in accordance with the requirements of the accredited parking

2. Policy Scope
The policy is designed to deal with concerns raised in relation to parking enforcement only;
complaints that do not relate to matters pertaining to the BPA’s Approved Operator Code of
Practice are not covered under the scope of the policy.
3. Definition of a Complaint
The complaints policy is not intended to be used as a method for motorists to appeal a
Parking Charge Notice (PCN). Matters relating specifically to appeals must be made in writing
as instructed on the notice itself.
If a complaint is received that is considered to be or includes an appeal against the validity of
an PCN, we will treat it as an appeal and advise the customer of this, unless we are informed
that the customer does not wish it to be so handled.
Our definition of a complaint is something about the quality of the service provided by an
organisation, its processes and/or the behaviour of its staff.
Our definition of an appeal – correspondence shared against the decision of an organisation
in this instance, the decision to issue a Parking Charge Notice where a change to that decision
is required.
4. How to make a Complaint
Customers who wish to make a complaint must do so in writing. This is to ensure we know
exactly what the nature of the complaint is, and this reduces the possibility of ambiguity or of
the customer’s complaint not being correctly recorded over the telephone. The complaint
will then be registered onto our system and a unique reference code generated.

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Once the complaint has been received, we will acknowledge the complaint within 14 days
and provide the unique reference code. The acknowledgement will be sent to the name and
address, or email provided. In the absence of valid contact details, it may not be possible to
process a complaint or process it within the published timeframes.
We will respond to complaints within 28 days of receipt. In some cases, however, the
allotted timeframe could be extended due to the nature of the complaint and the
complexities surrounding any investigation. If we are unable to reply to the complaint within
28 days, the customer will be written to, to advise of progress.
A complaint must be made in writing via email or post:
Email: [email protected]
Postal Address: First Parking LLP, 10 Temple Back, Bristol, BS1 6FL.
The complaint must be made within 56 days of the incident taking place.
5. How Complaints will be recorded
Complaints will be recorded on a complaint’s register and kept on file for 36 months and
these will be available on request to authorised bodies. The details that will be retained will
o Date of complaint
o Copy of complaint
o Copy of all correspondence
o The outcome
o Details of any corrective action required
All personal data will be redacted in line with GDPR requirements.
The complaints register will be reviewed every 6 months to identify trends and training
6. Escalation Process
6.1 Stage one
In the event that the customer is not satisfied with the handling of the complaint, the
complaint can be escalated to Chris Stock, Partner. The Partner will acknowledge the
escalated complaint within 14 days. A full response to your complaint will be issued within
28 days unless exceptional circumstances have been identified. If more time is needed, the
customer will be written to with an update.
6.2 Stage two
If the customer remains dissatisfied with our determination of the complaint, we will provide
you with the details to enable you to complain to our Accredited Trade Association or
Conformity Assessment Body (full details will be provided at the appropriate time).

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In order to escalate a complaint to our Accredited Trade, Association or Conformity
Assessment Body, the customer must supply our Accredited Trade Association or Conformity
Assessment Body with a copy of our final complaint response.
Our Accredited Trade Association or Conformity Assessment Body will not review escalated
complaints where this is not provided by the customer.
7. Confidentiality
All complaints will be dealt with in accordance with the requirements of the Data Protection
Act 2018.
Please note, when a complaint concerns the issuing of an PCN issued by us, First Parking LLP
are the data controller. As such the customer should be aware that any information provided
in connection with the complaint will be used by First Parking LLP to help us deal with it. The
customer’s information may also be passed to First Parking LLP staff who were enforcing any
parking restrictions or conditions at the relevant site. Information may also be shared with
the landowner and any permit service provider if relevant to allowing the complaint to be
investigated and resolved.
For more information on how we use your information you can contact our data protection
officer Chris Stock, Partner. More information about your rights concerning the use of your
personal data is available within our privacy policy