Dean Clough Ltd Complaints Policy
- Introduction
Dean Clough Ltd takes complaints seriously.
Our complaints policy is an opportunity to tell us when we might have fallen short of expectation, and how we can put things right.
We receive, evaluate, make and record our decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the accredited parking association.
- Policy Scope
This policy is designed to deal with concerns raised in relation to parking enforcement only; complaints that do not relate to matters pertaining to the BPA’s Approved Operator Code of Practice or Parking (Code of Practice) Act 2024 are not covered under the scope of this policy.
- Definition of a Complaint
This policy is not intended to be used as a method for motorists to appeal a Parking Charge Notice (PCN) or Notice of Parking Charge (NPC). Matters relating specifically to appeals must be made in writing as instructed on the notice itself.
If a complaint is received that is considered to be or includes an appeal against the validity of an PCN or NPC, we will treat it as an appeal and advise you of this.
Our definition of a complaint is something relating to the quality of the service provided by an organisation, its processes and/or the behaviour of its staff.
- How to make a Complaint
Complaints must be made in writing. This is to ensure we know exactly what the nature of the complaint is and to reduce the possibility of ambiguity or of a complaint not being correctly recorded over the telephone. The complaint will then be registered onto our system and a unique reference code generated.
Once the complaint has been received, we will acknowledge the complaint within 14 days and provide the unique reference code. 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 to process it within the published timeframes.
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, you will be written to, to advise of progress.
A complaint must be made in writing via email or post:
Email: info@deanclough.com
Postal Address: Dean Clough Limited, D255, Dean Clough Mills, Halifax, HX3 5AX
The complaint must be made within 56 days of the incident taking place.
- How Complaints will be recorded
Complaints will be recorded on a complaints register and kept on file for 36 months and these will be available on request to authorised bodies. The details that will be retained are:
- Date of complaint
- Copy of complaint
- Copy of all correspondence
- The outcome
- Details of any corrective action required
All personal data will be redacted in line with GDPR requirements.
The complaints register will be reviewed every 12 months to identify trends and any necessary training opportunities.
- Escalation Process
6.1 Stage one
In the event that you are not satisfied with the handling of the complaint, the complaint can be escalated to Lee Brocklehurst, Facilities Management at info@deanclough.com who will acknowledge the escalated complaint within 14 days. A full response to your complaint will be issued within 28 days unless exceptional circumstances have been identified. If more time is needed, you will be written to with an update.
6.2 Stage two
If you remain dissatisfied with our determination of the complaint, we will provide you with the details to enable you to complain to the British Parking Association or Conformity Assessment Body (full details will be provided at the appropriate time).
To escalate a complaint to our accredited trade association or conformity assessment body, you must supply our accredited trade association or conformity assessment body with a copy of our final complaint response.
Our accredited trade association or conformity assessment body will not review escalated complaints where this is not provided.
- Confidentiality
All complaints will be dealt with in accordance with the requirements of the Data Protection Act 2018.
Please note, when a complaint concerns the issuing of a PCN or NPC, Dean Clough Ltd are data controller and landowner.
For more information on how we use your information you can contact our data protection officer joel.kent@deanclough.com More information about your rights concerning the use of your personal data is available within our privacy policy found on our website www.deanclough.com