Pay Parking Charge
Appeal Parking Charge

Complaints procedure

Complaints Policy

  1. Purpose

Park Nova Group Ltd is committed to providing a professional, fair, and transparent parking management service. This Complaints Policy sets out how we handle complaints to ensure they are dealt with promptly, fairly, and consistently, in line with the British Parking Association (BPA) Code of Practice.

  1. Scope

This policy applies to all complaints received by Park Nova Group Ltd relating to:

  • Our parking management operations
  • Parking Charges (PCN)
  • Conduct of our staff, agents, or contractors
  • The standard of service provided to motorists, landowners, or other stakeholders

This policy does not replace the statutory appeals process for Parking Charges.

  1. What Is a Complaint?

A complaint is an expression of dissatisfaction about our service, actions, or lack of action, where the complainant believes Park Nova Group Ltd has failed to meet expected standards.

A complaint is different from:

  • A PCN appeal, which must be submitted via our appeals process
  • General correspondence or enquiries

If correspondence is incorrectly submitted as a complaint, we will redirect it to the appropriate process.

  1. How to Make a Complaint

Complaints should be submitted in writing and include sufficient detail to allow us to investigate fully.

Complaints can be made:

The complaint should include:

  • Full name and contact details
  • Vehicle registration number (if applicable)
  • Parking Charge reference number (if applicable)
  • Date, time, and location of the incident
  • A clear explanation of the complaint and any supporting evidence
  1. Acknowledgement of Complaints

We aim to acknowledge receipt of all complaints within 5 working days of receipt.

  1. Investigation Process

Once Acknowledged, all complaints will be:

  • Logged and assigned a unique reference number
  • Investigated by a suitably trained member of staff who was not directly involved in the matter, where possible.
  • Assessed fairly, objectively, and in line with our procedures and the BPA Code of Practice

We may contact the complainant for further information if required.

  1. Response Timescales

We aim to provide a full written response within 14 working days of acknowledging the complaint.

If the complaint is complex and requires additional time, we will inform the complainant of the delay and provide an updated timescale.

  1. Outcome of a Complaint

Our response will clearly explain:

  • The outcome of our investigation
  • Any actions taken or proposed
  • Any remedies offered, where appropriate

Where a complaint is upheld, we will take reasonable steps to prevent a recurrence.

  1. Escalation

If a complainant is dissatisfied with our response, they may request that the complaint be reviewed by a senior manager not previously involved in the matter.

The escalation request should be submitted within 14 days of our response.

  1. Independent Oversight

If a complaint relates to compliance with the BPA Code of Practice and cannot be resolved directly with us, the complainant may raise the matter with the British Parking Association.

Please note that a complaint can only be escalated to the BPA once exhausted with Park Nova Group Ltd.  The motorist will be required to provide a copy of their complaint outcome in order to raise it with the BPA.

This Complaints Policy does not affect a motorist’s right to appeal a Parking Charge through the independent appeals service (POPLA), where applicable.

  1. Record Keeping

All complaints and outcomes are recorded and retained securely in accordance with data protection legislation.

Complaint data may be reviewed periodically to identify trends and areas for improvement.

  1. Data Protection

All personal data provided in connection with a complaint will be processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

  1. Review of Policy

This policy is reviewed annually, or sooner if required by changes to legislation, regulation, or the BPA Code of Practice.

Approved by: Board of Directors

Company: Park Nova Group Ltd

Date:   11.02.2026