Smart Parking Limited takes complaints seriously as they help us to improve areas of our products and services and to resolve any issues relating to the consistency and quality of our business operations.<\/p>\n\n\n\n
Our complaints policy is an opportunity for customers to tell us when we might have fallen short of expectation, and how we can put things right.<\/p>\n\n\n\n
Smart Parking Limited receives, evaluates, make and record its decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the accredited parking association.<\/p>\n\n\n\n
This policy is designed to deal with concerns raised in relation to parking enforcement and data protection matters. Complaints relating to parking enforcement will be handled in accordance with the requirements of the Private Parking Sector Single Code of Practice. Complaints concerning the processing of personal data, privacy rights, or compliance with data protection legislation will be handled in accordance with the UK GDPR and Data Protection Act 2018.<\/p>\n\n\n\n
Complaints that do not relate to parking enforcement or data protection matters may fall outside the scope of this policy and will be directed to the appropriate department where possible.<\/p>\n\n\n\n
The complaints policy is not intended to be used as a method for motorists to appeal a Parking Charge (PC). Matters relating specifically to appeals must be made in writing as instructed on the notice itself.<\/p>\n\n\n\n
If a complaint is received that is considered to be or includes an appeal against the validity of a PC, we will treat it as an appeal and advise the customer of this, unless we are informed that the customer does not wish it to be so handled.<\/p>\n\n\n\n
Our definition of a complaint is something about the quality of the service provided by an organisation, its processes and\/or the behaviour of its staff.<\/p>\n\n\n\n
Our definition of an appeal \u2013 correspondence shared against the decision of an organisation \u2013 in this instance, the decision to issue a Parking Charge\u2013 where a change to that decision is required.<\/p>\n\n\n\n
Motorists who wish to make a complaint must do so in writing. This is to ensure we know exactly what the nature of the complaint is and this reduces the possibility of ambiguity. The complaint will then be registered onto our system and a unique reference code generated.<\/p>\n\n\n\n
Once the complaint has been received, we will acknowledge the complaint within 14 days. The acknowledgement will be sent to the name and address or email provided. In the absence of valid contact details, it may not be possible to process a complaint or process it within the published timeframes.<\/p>\n\n\n\n
A complaint must be made in writing via email or post:<\/p>\n\n\n\n
Email: complaints@smartparking.com<\/a><\/p>\n\n\n\n Postal Address: Unit 43 Elmdon Trading Estate, Bickenhill Lane, Birmingham, B37 7HE \u2013 Please mark for the attention of the complaints department.<\/p>\n\n\n\n Complaints will be recorded on a complaint\u2019s register and kept on file for 36 months and these will be available on request to authorised bodies. The details that will be retained will be:<\/p>\n\n\n\n All personal data will be redacted in line with GDPR requirements.<\/p>\n\n\n\n The complaints register will be reviewed every 12 months to identify trends and training opportunities.<\/p>\n\n\n\n Investigations shall be completed by a trained complaints handler. The complaint handler shall;<\/p>\n\n\n\n We will respond to complaints within 28 days of receipt. In some cases, however, the allotted timeframe could be extended due to the nature of the complaint and the complexities surrounding any investigation. If we are unable to reply to the complaint within 28 days, the customer will be written to, to advise of progress.<\/p>\n\n\n\n Smart Parking Limited takes the protection of personal data seriously and is committed to complying with the requirements of the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Data (Use and Access) Act 2025. We are committed to handling data protection complaints fairly, transparently and without undue delay<\/p>\n\n\n\n Individuals who wish to complain about how Smart Parking Limited has collected, processed, stored, shared, or otherwise handled their personal data should submit their complaint to dpocomplaints@smartparking.com<\/strong><\/a><\/p>\n\n\n\n Examples of data protection complaints may include:<\/p>\n\n\n\n Data protection complaints will be investigated by appropriately trained personnel and, where necessary, escalated to the Data Protection Officer. We aim to provide a substantive response within 28 days, although more complex matters may require additional time. Where this is the case, the complainant will be kept informed of progress.<\/p>\n\n\n\n If a complaint submitted to dpocomplaints@smartparking.com<\/a> is found not to relate to data protection matters, we may forward it to complaints@smartparking.com<\/a> for investigation under our standard complaints procedure. Where appropriate, we will notify you that your complaint has been redirected<\/p>\n\n\n\n If an individual remains dissatisfied with the outcome of your data protection complaint, you have the right to raise your concerns with the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection and information rights. Further information about the ICO and how to make a complaint can be found on the ICO’s website at www.ico.org.uk<\/strong><\/p>\n\n\n\n Complaints must be investigated and concluded within 28 days of receipt.<\/p>\n\n\n\n Responses should follow the way in which the complaint was initially lodged by the motorist i.e. if the complaint was submitted by post, the response will be sent through the post unless the complainant has specifically requested a response via another form of communication.<\/p>\n\n\n\n The outcome will then be recorded under a complaints log.<\/p>\n\n\n\n If the customer remains dissatisfied with our determination of the complaint, we will provide you with the details to enable you to complain to our Accredited Trade Association or Conformity Assessment Body (full details will be provided at the appropriate time).<\/p>\n\n\n\n In order to escalate a complaint to our Accredited Trade Association or Conformity Assessment Body, the customer must supply our Accredited Trade Association or Conformity Assessment Body with a copy of our final complaint response.<\/p>\n\n\n\n Our Accredited Trade Association or Conformity Assessment Body will not review escalated complaints where this is not provided by the customer.<\/p>\n\n\n\n In the event that the complaint is upheld, any corrective action shall be recorded in the complaints log. Corrective action may include;<\/p>\n\n\n\n All complaints will be dealt with in accordance with the requirements of the Data Protection Act 2018.<\/p>\n\n\n\n Please note, when a complaint concerns the issuing of an PC issued by us, Smart Parking Limited are the data controller. As such the customer should be aware that any information provided in connection with the complaint will be used by Smart Parking Limited to help us deal with it. The customer\u2019s information may also be passed to Smart Parking Limited 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 to allowing the complaint to be investigated and resolved.<\/p>\n\n\n\n For more information on how we use your information you can contact our data protection officer dpo@smartparking.com<\/a> . More information about your rights concerning the use of your personal data is available within our privacy policy found on our website https:\/\/www.smartparking.com\/uk\/personal-data-<\/a>privacy-policy<\/a><\/p>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" Introduction Smart Parking Limited takes complaints seriously as they help us to improve areas of our products and services and to resolve any issues relating to the consistency and quality of our business operations. Our complaints policy is an opportunity for customers to tell us when we might have fallen short of expectation, and how […]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-templates\/content-page.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-7911","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nHow Complaints will be recorded<\/h2>\n\n\n\n
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Investigating complaints<\/h2>\n\n\n\n
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Data Protection Complaints<\/h2>\n\n\n\n
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Concluding complaints<\/h2>\n\n\n\n
Escalation Process<\/h2>\n\n\n\n
Corrective action<\/h2>\n\n\n\n
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Confidentiality<\/h2>\n\n\n\n