Customer feedback is important to us at IPSERV and we aim to resolve any complaints we receive as quickly as possible.
This complaints procedure is for general customer complaints only.
If you have received a Parking Charge Notice from us and believe it has been issued in error the Parking Charge Notice contains details of how to appeal. You must use the formal appeal process which includes an appeal with IPSERV and the option to subsequently appeal to POPLA (the independent appeal service for Parking Charge Notices issued on private land) if your appeal is declined by IPSERV.
If you contact us about a Parking Charge Notice outside of the appeal process, we will acknowledge your correspondence but not provide a response to any specific questions raised. If your Parking Charge Notice is being handled by our nominated debt recovery company, we will not enter into any communication about your Parking Charge Notice. All communication must be sent to them and they will advise us if there are any areas that require further review.
In the first instance, please complain to the member of staff that you are dealing with, who will try to resolve your complaint as soon as possible and put things right.
If we are unable to resolve the issue the matter will be referred, or you can ask that it be referred to a Manager.
Our Managers will aim to deal with your complaint as soon as possible but in any event within 20 working days of receipt.
If you are still not satisfied with the response to your complaint, then your complaint can be referred on to the Managing Director who will review your complaint.