U-PARK – COMPLAINTS POLICY
U-Park is committed to delivering a fair, transparent, and professional complaints handling process. This policy
sets out how complaints are received, recorded, investigated, and concluded, and ensures compliance with all
relevant industry requirements.
A complaint is any expression of dissatisfaction regarding U-Park’s conduct, service, behaviour, or general
operations.
Where a complaint contains information that challenges the validity of a Parking Charge Notice (PCN), it may
be treated as an appeal, in accordance with U-Park’s Appeals Policy.
Stage 1 – How to Make a Complaint
All complaints must be submitted in writing.
Complaints may be made:
• By email: admin@u-park.co.uk
• Via the Contact Us section of our website: www.u-park.co.uk
This ensures that all complaints are documented accurately and managed securely.
Stage 2 – Recording Complaints
All complaints received by U-Park are recorded in the internal Complaints Register.
The register will include the following details for each complaint:
• Date complaint was received
• Name of complainant
• Copy of the original complaint
• Copies of all correspondence between U-Park and the complainant
• Final outcome of the complaint
• Details of corrective action taken (where the complaint is upheld or has merit)
U-Park retains a minimum of 36 months of complaint date.
U-Park Ltd
61 Bridge Street, Kington, HR5 3DJ
Email: Admin@u-park.co.uk
Website: www.U-Park.co.uk
Stage 3 – Acknowledging Complaints
U-Park will acknowledge all complaints within 14 days of receipt.
An acknowledgement confirms that:
• The complaint has been received
• The complaint is being investigated
• U-Park will provide a response once the investigation is completed
Stage 4 – Investigating Complaints
Complaints are investigated by trained U-Park complaints handlers.
The investigation may include:
• Reviewing the full complaint
• Gathering evidence to support or dismiss the issues raised
• Speaking with any staff members involved (where applicable)
• Escalating to a team leader or manager if required
• Reviewing the associated Parking Charge (if relevant)
• Checking compliance with the applicable Code of Practice and assessing whether any breach has
occurred
All investigations will be fair, objective, and evidence-based.
Stage 5 – Complaints Containing Appeal Information
If a complaint includes information that challenges the validity of a PCN, U-Park must treat this as an appeal.
In such cases:
• The complainant will be informed that their submission is being handled as an appeal
• The Appeals Policy will be followed
If it becomes clear after further investigation that the matter is not an appeal, or the complainant confirms they
do not want the matter treated as an appeal, the case will revert to the Complaints Policy.
U-Park Ltd
61 Bridge Street, Kington, HR5 3DJ
Email: Admin@u-park.co.uk
Website: www.U-Park.co.uk
Stage 6 – Concluding Complaints
All complaints will be fully investigated and concluded within 28 days of receipt.
The final response:
• Will be issued using the same method the complaint was originally submitted (email or post), unless the
complainant requests otherwise
• Will include U-Park’s final position and any corrective actions taken, where relevant
The outcome must be recorded in the Complaints Register.
If the complainant is dissatisfied with the final response, U-Park will inform them that they may escalate the
matter to the International Parking Community..