1. Introduction

C.U.P Enforcement London Ltd, a subsidiary of the APCOA Parking Group, values complaints as they contribute to the enhancement of our products, services, and overall business operations.

Our complaints policy provides customers with an opportunity to communicate instances where we may have fallen short of their expectations, allowing us to address and resolve any concerns.

At C.U.P Enforcement, we handle complaints in a fair and unbiased manner, in compliance with the requirements of the Accredited Parking Association.

2. Policy Scope

This policy specifically addresses concerns related to parking enforcement. Complaints that do not pertain to matters governed by the BPA’s Approved Operator Code of Practice or the Parking (Code of Practice) Act 2019 fall outside the scope of this policy.

3. Definition of a Complaint

Our complaints policy does not serve as a platform for appealing Parking Charge Notices (PCNs) or Notices of Parking Charge (NPCs). Appeals related to such matters must be made in writing as instructed on the notice itself.

If a complaint is received that includes an appeal against the validity of a PCN or NPC, we will treat it as an appeal and inform the customer, unless stated otherwise by the customer.

We define a complaint as an expression of dissatisfaction with the quality of an organization’s service, its processes, and/or the behavior of its staff.

An appeal, in this context, refers to correspondence contesting the decision made by an organization, specifically the decision to issue a PCN or NPC, where a change to that decision is sought.

4. How to Make a Complaint

Customers who wish to make a complaint must do so in writing. This ensures that we have a clear understanding of the nature of the complaint and reduces the possibility of ambiguity or incomplete recording over the telephone. The complaint will be registered in our system, and a unique reference code will be generated.

Upon receipt of the complaint, we will acknowledge it within 14 days and provide the customer with the unique reference code. The acknowledgement will be sent to the provided name and address or email address. If valid contact details are not provided, processing the complaint within the specified timeframes may not be feasible.

We aim to respond to complaints within 28 days of receipt. However, in some cases, the timeframe may be extended due to the nature of the complaint and the complexities involved in the investigation. If we are unable to provide a response within 28 days, we will inform the customer of the progress.

Complaints must be submitted in writing via email or post:

Email: info@cupenforcement.com

Postal Address: UK Customer Complaints Team C.U.P Enforcement Ltd PO Box 79062 London, N9 1GB

Complaints must be made within 56 days of the incident.

5. How Complaints Will be Recorded

Complaints will be recorded in a complaints register and kept on file for 36 months. These records are available upon request to authorized bodies. The information retained includes:

• Date of complaint
• Copy of the complaint
• Copy of all correspondence
• Outcome of the complaint
• Details of any corrective action required

Personal data will be redacted in accordance with GDPR requirements.

The complaints register will be reviewed monthly and quarterly to identify trends and training opportunities.

6. Escalation Process

• 1. Stage One

     If the customer is unsatisfied with the handling of the complaint, it can be escalated to the Director of Customer Services at the address mentioned in section 4. The Director of Customer Services will acknowledge the escalated complaint within 14 days. A full response will be issued within 28 days, unless exceptional circumstances are identified. If additional time is required, the customer will be provided with an update.

  2. Stage Two

     If the customer remains dissatisfied with our resolution of the complaint, we will provide the necessary details to enable them to lodge a complaint with our Accredited Trade Association or Conformity Assessment Body (full details will be provided at the appropriate time).

     To escalate a complaint to our Accredited Trade Association or Conformity Assessment Body, the customer must supply them with a copy of our final complaint response. The Accredited Trade Association or Conformity Assessment Body will not review escalated complaints without this documentation provided by the customer.

7. Confidentiality

All complaints will be handled in accordance with the requirements of the Data Protection Act 2018.

Please note that when a complaint concerns a PCN or NPC issued by C.U.P Enforcement, we act as the data controller. As such, any information provided in connection with the complaint will be used by C.U.P Enforcement to address the matter. The customer’s information may also be shared with our staff involved in enforcing parking restrictions or conditions at the relevant site. Information may further be shared with the landowner and any permit service provider if it is necessary for investigating and resolving the complaint.

For more information on how we use personal data, customers can contact our Data Protection Officer at info@cupenforcement.com. Additional information about their rights regarding the use of personal data is available in our privacy policy on our website www.cupenforcement.com.