Introduction
CUP Enforcement values complaints as they help improve our services and resolve issues. Our policy allows customers to inform us when we fall short and how we can improve. We handle complaints fairly, following the parking association's guidelines.

Policy Scope
This policy addresses concerns about parking enforcement only. Complaints unrelated to the BPA’s Code of Practice or Parking Act 2019 are excluded.

Definition of a Complaint
Our policy isn’t for appealing Parking Charge Notices (PCN) or Notices of Parking Charge (NPC). Appeals must be submitted as instructed on the notice. Complaints concern service quality, processes, or staff behavior. Appeals challenge decisions like issuing a PCN or NPC.

How to Make a Complaint
Complaints must be submitted in writing via email or post within 56 days of the incident. We acknowledge complaints within 14 days and respond within 28 days. Complex cases may require more time, and updates will be provided if needed.
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Postal Address: PO Box 79062, London, N9 1GB

Recording Complaints
Complaints are logged and stored for 36 months. Details include the complaint date, correspondence, and outcomes. Personal data is protected under GDPR. The register is reviewed quarterly for trends and training needs.

Escalation Process

• Stage One: If unsatisfied, escalate to This email address is being protected from spambots. You need JavaScript enabled to view it.. The manager will acknowledge within 14 days and respond within 28 days. More time may be required for complex cases.
• Stage Two: If still dissatisfied, you can complain to the British Parking Association. Provide them with our final response for review.

Confidentiality
Complaints are handled per the Data Protection Act 2018. Information may be shared with relevant staff, landowners, or permit providers to resolve the issue.