The document provides guidelines for resolution and the treatment of complaints made to Britannia Parking.

POLICY STATEMENT

At Britannia Parking, we believe that if a customer wishes to file a complaint or express dissatisfaction, it should be easy for them to do so. It is Britannia Parking's policy to receive complaints and consider them as an opportunity to learn, adapt, improve, and provide a better service.

In addition, a quick resolution of complaints, in a way that is respectful and values a person’s feedback, can be one of the most important factors in recovering the persons confidence about a product or service offered by the company. It can also help reduce further escalation of a complaint. Britannia Parking believe in a responsive, efficient, effective, and fair complaint management system.

The purpose of this policy is to ensure that complaints are handled properly and that all complaints or comments are taken seriously. Britannia Parking expects staff at all levels to be committed to fair, effective, and efficient complaints handling.

We treat all complaints in confidence, Britannia Parking assures that it will not withdraw or reduce services as a result of a complaint which was made in good faith.

PURPOSE

This policy is intended to ensure that Britannia Parking handles complaints fairly, efficiently, and effectively. The company's objective is to ensure that its complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and concerns are listened to and acted upon promptly and equitably.

Our complaint management system aims to:

• Allow us to respond to questions raised by people who file complaints in a timely and cost-effective manner.
• Increase customer confidence in our administrative process, and
• Provide information that we can improve the quality of our products (if applicable), services, personnel, and complaint handling.

This policy provides guidance to our staff and to individuals who wish to file a complaint about the key principles and concepts of our complaint management system.

SCOPE

This policy applies to all staff receiving or managing complaints made to or about us, regarding our products, services, staff, and complaint handling.

HOW TO MAKE A COMPLAINT

By writing to the below address:

Customer Services
Britannia Parking
7th Floor
County Gates House
300 Poole Road
Poole
Dorset
BH12 1AZ

By Email: complaints@britannia-parking.co.uk

Via telephone: 03455 555888, voicemail only.

WHAT IS A COMPLAINT?

A complaint is any expression of dissatisfaction about the products/services offered by Britannia Parking or staff, or the action or lack of action taken regarding operations, facilities or services provided by Britannia Parking or by a person or body acting on behalf of the company.

A complaint can be received by telephone, email, online via our website, letter or in person.

All non-anonymous complaints filed necessitate a response.

  a. Oral Complaints

• Britannia Parking employees who receive a verbal complaint should try to resolve the issue immediately, if possible. If staff cannot resolve the problem immediately, they should provide the complainant with the contact details for Head Office Customer Services to make the complaint in writing. When staff or managers receive an oral complaint, they should listen sincerely to the concerns raised by the complainant. Any contact/communication with the complainant must be polite and courteous. At all times, staff and manager must remain calm and respectful.
• After discussing the issues raised, each staff member or manager handling the complaint should suggest a suitable action plan to resolve the complaint. If this action plan is acceptable, the staff member should clarify the agreement with the complainant and agree on a way in which the result of the complaint will be communicated to the complainant (i.e.by letter or email).
• If the proposed resolve is not acceptable to the complainant, the staff or manager should ask the complainant to make their complaint in writing so it can be investigated further.

  b. Written Complaints

• When a complaint is received in writing (letter, email or via the website), it must be logged as a complaint via Freshdesk for the Customer Services Manager. An acknowledgment must be sent within 14 days.
• If necessary, further clarification should be obtained from the complainant, if we are unable to complete a full investigation from the information provided in the complaint
• After receiving the written complaint, a copy of the complaint procedure must be given to the complainant. Clearly explaining the process and the time frames.
• On receipt of a complaint, an investigation will be completed, we will write to the complainant with details of our findings, what action we have taken and our proposed resolve, within 28 days, unless we agree a different time scale with the complainant.

  c. Who can complain?

Anyone that wishes to expression of dissatisfaction in which Britannia Parking provides facilities/services can make a complaint.

A representative may complain on behalf of the affected person if they:

• have died
• cannot make a complaint themselves, or
• have given consent, preferably in writing, in advance from the customer, to act on their behalf.

If complainant is not happy about making a complaint themselves and they do not know someone who can talk or write to us on their behalf, we recommend seeking assistance from Citizens Advice.

  d. Anonymous complaints

We deal with anonymous complaints under the same procedure; however, it is better if we are provided contact details so we can provide an outcome from our investigation.

  e. Further steps

At any stage during the process, if the complainant is not happy with the way their complaint is being handled, they can contact the Training and Compliance Manager at:

Britannia Parking
7th Floor
County Gates House
300 Poole Road
Poole
Dorset
BH12 1AZ

Once we have dealt with a complaint, if the complainant is not happy with the outcome their complaint, they can refer to British Parking Association (BPA). The BPA can assist with complaints relating to parking regulations only.

How to contact the BPA:

Postal enquiries and complaints can be sent to:

British Parking Association
Chelsea House
8-14 The Broadway

British Parking Association
Chelsea House
8-14 The Broadway Haywards Heath West Sussex RH16 3AH

Haywards Heath
West Sussex
RH16 3AH

Online complaints form: https://www.britishparking.co.uk/Contact-Us-Public

Website: www.britishparking.co.uk

TIME FRAME TO REPORT A COMPLAINT

A complaint should be made as soon as possible after the date on which the event occurred or came to notice. If a complaint is made more than six months later, we may not be able to investigate properly. However, we shall consider whether there was good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

MAKING A SUGGESTION

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone using our facilities or receiving services, may make a suggestion.

If the suggestion is something that Britannia Parking as a company needs to consider, contact can be made to:

Complaints Department
Britannia Parking
7th Floor
County Gates House
300 Poole Road
Poole Dorset
BH12 1AZ

By Email: complaints@britannia-parking.co.uk

Via telephone: 03455 555888, voicemail only.

PARKING CHARGE

This policy is not to be used for information or guidance for appealing a Parking Charge. Please refer to our Appeals Policy.