Sectors

Managing car parks in all sectors including retail, supermarkets, leisure and hospitality operators, pub chains, petrol forecourts providers, hospitals and healthcare providers, transport hubs and private landlords.

About Us

47 years of delivering first class car parking services across the UK and Ireland.

Complaints Policy

Complaints Policy

Complaints Policy

  1. Introduction

Euro Car Parks 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 operations.

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.

Euro Car Parks receive, evaluate, make and record its decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the accredited parking association.

  1. 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  or Parking (Code of Practice) Act 2019 are not covered under the scope of the policy. 

  1. 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) or Notice of Parking Charge (NPC).  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 or NPC, 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 or Notice of Parking Charge – where a change to that decision is required.

  1. 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.

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 post or click here to use our contact us form.

Postal Address:

Customer Services

Euro Car Parks Ltd

30 Dorset Sq

London NW1 6QJ

The complaint must be made within 56 days of the incident taking place.

  1. 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 be:

  • Date of complaint
  • Copy of complaint
  • Copy of all correspondence
  • The outcome
  • Details of any corrective action required

All personal data will be redacted in line with GDPR requirements.

The complaints register will be reviewed every month to identify trends and training opportunities. 

  1. 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 a Director who 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).

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.

  1. 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 NPC issued by us, Euro Car parks are the data controller.  As such the customer should be aware that any information provided in connection with the complaint will be used by Euro Car Parks to help us deal with it.  The customer’s information may also be passed to Euro Car Parks 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.

Euro Car Parks Limited
Registered in England No.01270612
Registered Office: 30 Dorset Sq
London NW1 6QJ
A member of ECP (Holdings) PLC Group
© Euro Car Parks 2023
LONDON
Euro Car Parks, 30 Dorset Sq,
London NW1 6QJ
Tel: 020 7563 3000
IRELAND
Euro House, Swords Business Park,
Swords, Co. Dublin, Ireland
Tel: 00353 (0)1 890 8320
MAINLAND EUROPE
9 Agnes-Miegel Strasse, 81927
München, Deutschland
Tel: 0049 89285 795
Euro Car Parks Limited
Registered in England No.1270612
Registered Office: 30 Dorset Sq
London NW1 6QJ
A member of ECP (Holdings) PLC Group
© Euro Car Parks 2020
LONDON
Euro Car Parks, 30 Dorset Sq,
London NW1 6QJ
Tel: 020 7563 3000
MAINLAND EUROPE
9 Agnes-Miegel Strasse, 81927
München, Deutschland
Tel: 0049 89285 795
IRELAND
Euro House, Swords Business Park,
Swords, Co. Dublin, Ireland
Tel: 00353 (0)1 890 8320