Permit Options: Available for customers requiring permits for only £5
Most frequent questions and answers
Can I appeal a parking ticket?
Yes. If you have been issued with a Parking Charge Notice (PCN) and would like to raise a dispute, you can submit an appeal via our Appeals Portal on the Gemini Website or you can send your appeal via post to Gemini Parking Solutions London Ltd, PO Box 815, Wigan, WN1 9WX
What happens if I have lost my PCN?
If you happen to misplace your PCN, just give our customer services team a call at 0844 856 4508, or send an email to email@example.com. One of our team members will be available to assist you.
Do you offer parking management services nationwide?
We provide our car park management services across the length of the UK including Scotland and Wales.
Do you manage car parks of all sizes?
We assess each car park individually based on your requirements.
Are you licensed or recognised by any official bodies?
We are accredited by IPC Accredited, who is the leading body in ATA within the parking industry.
What accreditations do you currently hold as an organisation?
C.U.P Enforcement has an extensive and ever-growing list of accreditations which include: Safe Contractor, Construction line Silver, Cyber Essentials, ISO9001, Living Wage, Eforests, DMUK, BPA.
Are you covered by insurance?
We are fully insured for both public and employee liability to the amount of £10,000,000.
Would we get reports for our car park's performance?
We provide full site reports to all of our clients on a monthly basis; however we can tailor this to your exact needs.
Who would deal with any disputes or appeals?
All appeals and disputes are dealt with by our dedicated Appeals Team. All disputes and appeals can be submitted via our online Appeals Portal or via post.
Could you provide references?
We always provide references as we are fully confident in the quality of the services that we deliver.
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.
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.
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.
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:
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.
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.
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.
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.
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.
Enhance Your Parking Experience
Explore the Latest Insights.
What we stand for?
Defying to conform to the status quo; instead, we strive to be pioneers in driving industry change.
Mindfulness guides our actions, promoting kindness and conscious decision-making in all aspects of our work, from personal choices to interactions with customers and colleagues.
Our commitment to excellence is unwavering, as we constantly seek opportunities for improvement. Continuous enhancement is embedded in our work ethic, ensuring we always strive to be better.
Compassion sets us apart from the stereotypical parking industry. We aim to transform the perception by embodying empathy, understanding, and consideration in all our interactions.
We're here to help!
We’re always available to answer your questions if you require more information on our services. Get in touch using our contact form or the sales details below.
Telephone :mail : Address : PO Box 79062 | London, N9 1GB