Complaints, Appeals and Representations Policy

1. Purpose

This procedure sets out how Pure Park accepts, records, investigates, responds to, and concludes complaints relating specifically to parking services.

A complaint relates to the conduct of staff, the behaviour of agents, or the quality of the service received. It does not include disputes about the issue of a Parking Charge Notice (PCN). Where a complaint concerns the issuing of a PCN, the relevant appeals process must be followed via purepark.co.uk/pcn.

2. Submitting a Complaint

Complaints may be submitted via email only: enquiries@purepark.co.uk

To assist Pure Park in handling your complaint efficiently, please provide:

  1. Your (the Complainant) name and contact details
  2. The date of the incident
  3. Any reference number linked to the location or PCN (if relevant)
  4. A clear description of the issue
  5. Any supporting evidence (e.g., screenshots, copies of correspondence)

3. What Pure Park Will Do Upon Receipt

3.1 Acknowledgement

Pure Park will acknowledge the complaint within 10 working days, confirming that it has been received and is being investigated.

3.2 Registering the Complaint

Pure Park will record the following information in the Complaints Register:

  • Date of complaint
  • Complainant’s details
  • Copy of the complaint
  • Copies of all correspondence
  • Outcome
  • Details of any corrective action taken (where the complaint has merit)

The Complaints Register will retain entries for 36 months and will be managed in accordance with GDPR.

3.3 Investigation

Pure Park will:

  • Carry out a full investigation into the complaint
  • Conclude the investigation within 20 working days.
    If the investigation cannot be completed within 20 working days due to exceptional circumstances, Pure Park will write to the complainant:
  • Explaining the reason for the delay
  • Providing a revised completion date

3.4 Conclusion

Pure Park will notify the complainant in writing of:

  • The outcome of the investigation
  • Any actions taken as a result of the complaint

4. Escalation Options for the Complainant

Tier 1 – Standard Complaint Handling

The complaint is reviewed and investigated by the Pure Park Operations Team.

Tier 2 – Internal Review

If the complainant is dissatisfied with the Tier 1 response, they may request a Tier 2 Internal Review, which will be conducted by a senior member of Pure Park not involved in the original investigation.

Tier 2 reviews are concluded within 20 working days.

External Escalation – IPC

If the complainant remains dissatisfied following Tier 2, they may escalate the matter to the International Parking Community (IPC).

Pure Park will inform the complainant of this right at the conclusion of Tier 2.

5. Complaints from Members of Parliament

Where a complaint is received from a Member of Parliament, Pure Park will:

  1. Register and process it as a formal complaint following the same timescales
  2. Upon conclusion, direct the MP to the IPC MP Portal

The following statement will be included in all responses to MPs:

“We are members of the International Parking Community (IPC) Accredited Operator Scheme (AOS). The IPC is a DVLA Accredited Trade Association (ATA) and has a Code of Practice and an Independent Appeals Service (IAS) that allows a Motorist access to an independent adjudication process on the lawfulness of Parking Charges issued by their members.

If you are not content with the response we have provided, you may refer this to the IPC for further investigation. The IPC has created a dedicated communication portal for Members of Parliament at https://theipc.info/login. Your username will be your parliamentary email address. If you experience any issues accessing the portal, please contact the IPC at mp.enquiries@theipc.info.”

6. Corrective Actions and Continuous Improvement

Where a complaint is upheld, Pure Park will:

  • Implement appropriate corrective actions
  • Provide staff training or retraining where necessary
  • Review internal processes to prevent recurrence

All complaints are reviewed by Pure Park’s senior management team to identify patterns and drive continuous improvement.