Complaints

Complaints About Our Service: Understanding PCN Appeals vs. Complaints - What's the Difference? 

 

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PCN Appeals Process: 

• This is specifically for challenging whether a PCN should have been issued 

• Handles all requests to cancel or dispute parking charges 

• Must be submitted through the official appeals portal or by post 

• Managed by our dedicated appeals team who have the authority to make decisions about PCN validity 

• Cannot be handled through the complaints system 

• For appeals and challenges, an independent review body, such as a Tribunal or POPLA, is available but can only be accessed through this route. 

 

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Complaints Process: 

• Focuses on how we delivered our service 

• Addresses concerns about:

  • Staff behaviour and conduct 

  • Quality of customer service 

  • Problems with our facilities or equipment

  • Issues with our procedures 

• Cannot overturn or cancel PCNs 

• Managed by our customer service team to improve our service delivery 

 

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This separation ensures that each type of issue is handled by the team with the appropriate authority and expertise to address it properly.

 

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Even if a complaint about our service is upheld, it cannot result in the cancellation of a PCN - that decision can only be made through the proper appeals process. 

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If you wish to complain about the quality of our service, our processes, or staff behaviour (not PCN appeals), view our complaints policy below.