Complaints Procedure - Horizon Parking

Definition of a Complaint

The complaints policy is not intended to be used as a method for motorists to appeal a Parking Charge. 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 a Parking Charge, we will not treat it as a complaint and will advise the complainant of the acceptable methods of submitting an appeal, unless we are informed that the complainant does not wish it to be so handled.

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.

Our definition of an appeal – correspondence to dispute the decision of an organisation – in this instance, the decision to issue a Parking Charge – where a change to that decision is required.

Publicised Contact Details for Complaints

Written complaints may be sent to Horizon Parking Ltd at Finitor House, 2 Hanbury Road, Chelmsford CM1 3AE or by completing our Formal complaints form. We are unable to deal with complaints over the telephone.

Resolving Complaints

Stage one

On receiving the complaint, the Complaints Department will log your correspondence on our system, if it has not already been resolved. They will then delegate an appropriate person to investigate it and take appropriate action.

If the complaint relates to a specific person, the person will be informed and given a fair opportunity to respond.

Complaints will be acknowledged by the Complaints Department within 7 calendar days. The acknowledgement will include a unique reference number and a copy of the complaints procedure.

Horizon Parking will respond to the complaint within 28 calendar days. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.

Whether or not the complaint is upheld, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken because of the complaint.

Stage two

If the complainant feels the problem has not been satisfactorily resolved at Stage One, they can request the complaint is passed to Senior Management for further investigation.

The complaint handler who dealt with the original correspondence at Stage One will be kept informed of the ongoing investigation.

The decision taken at this stage is final, unless the Senior Management decides it is appropriate to seek external assistance with resolution.

External stage

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).

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. Our Accredited Trade Association or Conformity Assessment Body will not review escalated complaints where this is not provided by the customer.

Variation of the Complaints Procedure

The Senior Management may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, arising from, for example a complaint about a Senior Manager who should not also involve that Senior Manager as the person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Adopted on: 1st September 2013
Last reviewed: 17th October 2022