Frequently Asked Questions
Appeal a Parking Charge Notice
Pay a Parking Charge Notice

 

Complaints Procedure

Please note this Complaints Procedure is separate from our Parking Charge Notice (‘PCN’) appeals procedure. Should you wish to appeal the PCN, please follow the guidance on the letter and as found on our website.
Our complaints procedure is also not an acceptable stage for a further appeal, and we would therefore advise you to follow the guidance within your appeal outcome.


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 email at: contact@horizonparking.co.uk We are unable to deal with complaints over the telephone. All complaints must be forwarded in writing for audit trail purposes.


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.

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.

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

External stage

The complainant can complain to the British Parking Association (‘BPA’) at any stage. Information about the kind of complaints the BPA can involve itself in can be found on their website at: www.britishparking.co.uk

Please note, a complaint can either be submitted to Horizon Parking Ltd or the BPA. These are considered as two different complaint procedures and will not be dealt with simultaneously.

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: 4th August 2021