1. Introduction
This policy outlines the procedures for accepting, recording, investigating, responding to, and concluding complaints made against Safe Enforce UK. It ensures transparency compliance with industry standards, and fair treatment of all complainants.
2. How to Lodge a Complaint
Members of the public can lodge complaints via the following methods:
- Email: fariha_chow16@yahoo.com
Clear instructions for filing complaints will be made available on our website and in all
official communications.
3. Recording Complaints
All complaints will be logged in the internal Complaints Register, which will include the following details:
- Date of the complaint.
- Complainant’s details.
- Copy of the complaint.
- All correspondence related to the complaint.
- Corrective actions taken to prevent recurrence (if applicable).
The register will maintain records for the last 36 months.
4. Acknowledging Complaints
Complaints will be acknowledged within 14 days of receipt. The acknowledgment will
confirm that the complaint has been received and is under investigation.
5. Investigating Complaints
Complaints will be investigated by trained complaints handlers. The investigation process
may include:
- Reviewing the details of the complaint.
- Gathering evidence to support or refute the complaint.
- Speaking to relevant staff members or team leaders (if applicable).
- Reviewing parking charge notices (if applicable).
- Comparing actions against the IPC Code of Practice to identify any breaches.
6. Handling Overlapping Appeals
If a complaint contains elements that could be treated as an appeal (e.g., challenging a
Parking Charge Notice), the complaint will be redirected to the appeals process. The
complainant will be informed of this redirection.
If the complaint is later found to be unrelated to an appeal, or if the complainant specifies that
it should not be handled as an appeal, the process will revert to the complaints policy.
7. Concluding Complaints
Complaints will be concluded within 28 days of receipt. Responses will be sent via the same
method used by the complainant unless another method is specifically requested.
The conclusion will include:
- A summary of the investigation.
- The outcome (upheld or dismissed).
- Information on how to escalate the complaint if the complainant is unsatisfied with the outcome.
If the complaint cannot be concluded within 28 days, the complainant will be informed of the
delay, its reason, and an updated timeline for resolution.
8. Exceptional Circumstances
In exceptional cases where complaints cannot be resolved within the usual timeframe, the
complainant will be notified and provided with a new estimated resolution date. A follow-up
communication will confirm the resolution once completed.
9. Corrective Actions
If a complaint is upheld, corrective actions may include:
- Staff training or disciplinary actions.
- Process amendments.
- Temporary suspension of enforcement activities on a specific site.
All corrective actions will be documented in the Complaints Register.
10. Reporting Breaches
If an investigation identifies a breach of the IPC Code of Practice, Safe Enforce UK will
report the breach to the IPC within the specified timeframe:
- Material breaches: Report within 3 working days.
- Serious breaches: Report within 1 working day.
All relevant evidence and investigation details will be provided to the IPC for further review.
11. Complaints from Members of Parliament (MPs)
Complaints from MPs will follow the standard process, with an additional referral to the IPC
MP portal upon resolution. Responses to MPs will include the following statement:
“We are members of the International Parking Community (IPC) Accredited Operator
Scheme (AOS)…” [Include full mandatory statement provided in the IPC template.]
12. Public Accessibility
This complaints policy will be publicly available on our website to ensure transparency.