What To Do If You Have A Complaint
Please tell us if you have any cause to complaint. We aim to provide a high standard of service to all our clients and those who we come into contact with in every aspect of our industry. However, there may be occasions when something goes wrong that leaves you disappointed or dissatisfied. If you are unhappy with any aspect of service we would like to know about it. Your comments are important to us and will help us to improve our service and make changes that will ensure we meet your expectations now and in the future.
How To Make Contact
You can contact us by post or by email at the following address:
Relationship Manager
CSPM
PO Box 26
Hereford
HR4 8ZS
Telephone: 01432 371297
Email: admin@cspmparking.co.uk
For A Complaint Made By Email
If you send us a complaint by email we will usually respond to you at your email address however there may be occasions where we will need to respond to you by post so ensure privacy and where we may need to disclose copies of documents so please include your address and telephone number with your contact details.
How We Will Handle Your Complaint
We will try to resolve your complaint immediately and with the minimum of inconvenience to you. The more information you can provide the quicker we can try to resolve your grievance. Sometimes we will not be able to resolve the problem for you straight away, in such a case we will send an acknowledgment of your complaint in writing within five working days. On these occasions we aim to resolve matters within 14 days.
If your complaint is particularly complex it may take longer to resolve. If together we cannot reach an agreement by the end of the eight weeks, we will either A) send you a letter giving you our reasons for the delay and an indication of when we expect to provide a resolution or B) issue our final response letter which would explain our final position.
If You Are Not Satisfied
Our aim is to resolve complaints internally however if you’re still not satisfied with our suggested resolution or an eight week period has passed since you first brought your complaint to our attention you are able to refer your complaint to the managing director.
You should get in touch directly with the person or department that has handled the matter so far and issued a final response letter to you. They will then agree the next steps with you.
If you are still not satisfied you may refer your complaint to our managing director who will be able to investigate and respond to you within seven days.
If your complaint relates to the outcome of your Parking Charge Notice appeal, you should submit a further appeal to POPLA (Parking on Private Land Appeals). This is an independent service free to all motorists who wish to appeal against a parking charge appeal outcome.
We are Approved Operators and Member of the British Parking Association (BPA) assuring you of our best attention and practice at all times. The BPA also have in place a complaints procedure which is detailed on their website www.britishparking.co.uk/contact.
We are committed to resolving your complaint fairly and quickly in most cases this can be done if you contact us as soon as possible after the event. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.
Calls may be recorded for training and security purposes. Our staff are not there to be abused either physically or verbally and we have a duty of care to our staff to ensure their safety at all times. It is company policy is to prosecute any actions that are unlawful or threatening in every case.