General Complaints Policy and Procedure

​

Total Car Parks Limited is committed to providing a quality service for its customers and working in an open and accountable way. We take 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. 

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

​

Therefore, our aims are that:
a)    Making a complaint is as easy as possible;
b)    Complaints are treated as a clear expression of dissatisfaction with our service which calls for an immediate response;
c)    They are dealt with promptly, politely and, when appropriate, confidentially; 
d)    They are answered in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc; 
e)    They are considered as an opportunity to learn and improve our service.

Preamble

Definition: Total Car Parks Limited defines a complaint as 'any expression of dissatisfaction that relates to Total Car Parks Limited, its services and staff, and that requires a formal response'.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Total Car Parks Limited 's responsibility will be to:

 

• Acknowledge the formal complaint in writing, explaining how long it may take for us to deal with the complaint

• Respond within the stated period of time, or if that is impossible, keep the complainant informed about why more time is needed and how long it may take to resolve the issue.

• Deal reasonably and sensitively with the complaint;

• Take action where appropriate.

​

A complainant's responsibility is to:

​

• Bring their complaint, in writing, to Total Car Parks Limited 's attention normally within 4 weeks of the issue arising;

• Raise concerns promptly and directly with a member of staff in Total Car Parks Limited; if the complaint cannot be handled by that member of staff, the complainant will receive the necessary information about how to bring this to the attention of the relevant member of our Team.

• Explain the problem as clearly and as fully as possible, including any action taken to date;

• Allow Total Car Parks Limited a reasonable time to deal with the matter;

• Recognise that some circumstances may be beyond Total Car Parks Limited 's control.

​

• Responsibility for Action: All members of Total Car Parks Limited staff are bound to deal with complaints taking due care of.

​​

1. Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Total Car Parks Limited maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
    

2. Monitoring and Reporting: Total Car Parks Limited’s management will receive annually an anonymized report of complaints received and their resolution. Formal Complaints Procedure

Stage 1
In the first instance, if customers are unable to resolve the issue informally, they should write to the member of staff who dealt with it, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

This letter can be sent to info@totalcarparks.co.uk, with “Complaint” as the subject. This is the fastest way to get an answer. You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 20 working days.

However, if you are unable to send it via email, you can always post your letter to:
Suite 255, Communications House
9 St Johns Street
Colchester, CO2 7NN

​

Stage 2
If you are not satisfied with the initial response to the complaint then you can escalate it to Total Car Parks Limited's General Manager and ask for your complaint and the response to be reviewed. You can expect the General Manager to acknowledge your request within 4 working days of receipt and a response within 15 workings days.

Total Car Parks Limited's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Due to this, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, when a full reply can be expected and from whom.

​