INTRODUCTION
Carflow takes complaints seriously as they help us to improve our service and help resolve any issues pertaining to the consistency and quality of our business operations. Our complaints policy is an avenue for customers to let us know where we may have fallen short of expectation and how we can put things right.
Carflow receive, evaluate, make and record its decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the accredited parking association.
Carflow receive, evaluate, make and record its decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the accredited parking association.
DEFINITION OF A COMPLAINT
It is important to differentiate between a complaint and an appeal. We define a complaint as the following:
“A concern or issue regarding the quality of the service provided by Carflow, our processes and/or the behaviour of our staff.”
We define an appeal as the following:
“Correspondence relating to the decision by Carflow to issue Parking Charge Notice (PCN) or Notice of Parking Charge (NPC) where a change to that decision is sought after or required.”
A complaint is not a means to appeal against the validity of Parking Charge Notice (PCN) or Notice of Parking Charge (NPC). Matters relating to appeals specifically must be made in writing via email or post as indicated on our appeals page or the Parking Charge Notice itself.
If we receive a complaint that is considered to be or includes an appeal against the validity of a PCN or NPC, we will treat this as an appeal and make it clear that we are doing so, unless we are explicitly informed that the complainant does not wish it to be treated as an appeal.
“A concern or issue regarding the quality of the service provided by Carflow, our processes and/or the behaviour of our staff.”
We define an appeal as the following:
“Correspondence relating to the decision by Carflow to issue Parking Charge Notice (PCN) or Notice of Parking Charge (NPC) where a change to that decision is sought after or required.”
A complaint is not a means to appeal against the validity of Parking Charge Notice (PCN) or Notice of Parking Charge (NPC). Matters relating to appeals specifically must be made in writing via email or post as indicated on our appeals page or the Parking Charge Notice itself.
If we receive a complaint that is considered to be or includes an appeal against the validity of a PCN or NPC, we will treat this as an appeal and make it clear that we are doing so, unless we are explicitly informed that the complainant does not wish it to be treated as an appeal.
HOW TO MAKE A COMPLAINT
All complaints should be made in writing via email or post within 56 days of the incident taking place.
This can be done by:
We require all complaints to be made in writing to ensure we know exactly what the nature of the complaint is and to reduce any possibility of ambiguity or incorrect recording over the telephone.
Once in receipt of the complaint, we will register it onto our system, provide a unique reference code to the complainant and acknowledge the complaint within 14 days of receipt. This will be sent to the name and address or email provided. Any failure to provide valid contact details may result in a delay in processing the complaint and we may therefore not be able to process it within the stated timeframes.
All complaints will be responded to within 28 days of receipt. However, depending on the nature of the complaint, the timeframe may be extended due to complexities surrounding the investigation. Any delay in response beyond the specified 28 days will be communicated to the complainant and any progress will be outlined.
This can be done by:
- Email: [email protected]
- Post: Complaints Department, Carflow, PO Box 76433, London, EC1P 1BB.
We require all complaints to be made in writing to ensure we know exactly what the nature of the complaint is and to reduce any possibility of ambiguity or incorrect recording over the telephone.
Once in receipt of the complaint, we will register it onto our system, provide a unique reference code to the complainant and acknowledge the complaint within 14 days of receipt. This will be sent to the name and address or email provided. Any failure to provide valid contact details may result in a delay in processing the complaint and we may therefore not be able to process it within the stated timeframes.
All complaints will be responded to within 28 days of receipt. However, depending on the nature of the complaint, the timeframe may be extended due to complexities surrounding the investigation. Any delay in response beyond the specified 28 days will be communicated to the complainant and any progress will be outlined.
HOW WE RECORD COMPLAINTS
All complaints will be recorded on a complaints register and kept on file for 36 months. The register will be available on request to authorised bodies. The following details will be retained:
Our complaints register will be reviewed every 3 months to identify trends and training opportunities.
- Date of complaint
- Copy of complaint
- Copy of all correspondence
- The outcome
- Details of any corrective action required
Our complaints register will be reviewed every 3 months to identify trends and training opportunities.
OUR ESCALATION PROCESS
We have a 2-stage escalation process in place for times when a complainant is dissatisfied with the handling of their complaint.
Stage one
In the event that the complainant is dissatisfied with the handling of the complaint, the complaint can be escalated to the Complaints Manager. The Complaints Manager will acknowledge the escalated complaint within 14 days. A full updated response to your complaint will be provided within 28 days unless exceptional circumstances have been identified. In the event of a delay in responding, the complainant will be informed in writing.
Stage two
In the event of dissatisfaction with stage one of our escalation process, we will provide you with details to allow you to complain to our Accredited Trade Association.
In order to escalate a complaint to our Accredited Trade Association, the complainant must have been through the complaints process as outlined above and provide our Accredited Trade Association with a copy of our final complaint response. Our Accredited Trade Association will not review escalated complaints without a copy of our final complaint response being provided by the complainant.
Stage one
In the event that the complainant is dissatisfied with the handling of the complaint, the complaint can be escalated to the Complaints Manager. The Complaints Manager will acknowledge the escalated complaint within 14 days. A full updated response to your complaint will be provided within 28 days unless exceptional circumstances have been identified. In the event of a delay in responding, the complainant will be informed in writing.
Stage two
In the event of dissatisfaction with stage one of our escalation process, we will provide you with details to allow you to complain to our Accredited Trade Association.
In order to escalate a complaint to our Accredited Trade Association, the complainant must have been through the complaints process as outlined above and provide our Accredited Trade Association with a copy of our final complaint response. Our Accredited Trade Association will not review escalated complaints without a copy of our final complaint response being provided by the complainant.
CONFIDENTIALITY
All complaints will be dealt with in accordance with the requirements of the Data Protection Act 2018.
When in receipt of a complaint concerning a PCN or NPC issued by us, Carflow are the data controller. The complainant should therefore be aware that any information provided in connection with the complaint will be used by Carflow to assist in any dealings with it. The complainant’s information may also be shared with Carflow 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 in investigating and resolving the complaint.
You can find further information about your rights concerning the use of your personal data within our privacy policy.
When in receipt of a complaint concerning a PCN or NPC issued by us, Carflow are the data controller. The complainant should therefore be aware that any information provided in connection with the complaint will be used by Carflow to assist in any dealings with it. The complainant’s information may also be shared with Carflow 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 in investigating and resolving the complaint.
You can find further information about your rights concerning the use of your personal data within our privacy policy.
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