MOTORIST SERVICES / POLICY
Complaints Policy
How to raise a concern about our services, conduct, communications or systems, and what to expect from our review.
Complaints Policy, Process and Procedure · Version 1.3 · Updated 29 September 2026
If a complaint is, or includes, a challenge to the validity of a Parking Charge Notice, we will also treat that part as an appeal and apply the relevant appeal process and timescales. We will explain this where appropriate. For a direct PCN challenge, use the appeal process.
How we handle complaints
We take complaints seriously. Each complaint is treated with respect, investigated properly and handled fairly, consistently and transparently. A complaint helps us identify where our service may need to improve.
SCOPE
What this policy covers
A complaint is a grievance about NextGen's conduct or process, services, employees or appointed agents. It may or may not relate to a specific Parking Charge, but requires consideration beyond simply deciding whether the charge should be pursued or withdrawn.
This policy covers:
• Conduct of our staff, agents or systems.
• The standard of our services, including concerns that may relate to a PCN; a challenge to the PCN’s validity is also handled under the appeal process.
• Signage, site management or information quality.
Data protection concerns are also covered by our Privacy Policy.
• Perceived unfairness not directly related to a specific PCN.
• Accessibility, equality or vulnerability concerns.
• Communications from Next Gen Parking.
• Technology or system issues affecting the motorist experience.
A complaint is not a way to bypass the appeal process and does not automatically cancel a Parking Charge Notice. If a complaint is, or includes, a challenge to the validity of a PCN, we will also treat that part as an appeal and apply the relevant appeal process and timescales. Where appropriate, we will explain this. To challenge a PCN directly, use the Appeal a Parking Charge process.
CHOOSE THE RIGHT PROCESS
Complaint or PCN appeal?
Choosing the right process helps your concern reach the appropriate review.
Use the complaints process
For concerns about our services, staff or agents, communications, signage, site management, accessibility, privacy, systems or other process matters. A complaint may relate to a specific PCN; if it also challenges the PCN's validity, we will also handle that part as an appeal.
Use the PCN appeal process
If you want to challenge the validity or evidence of a specific Parking Charge Notice, use the Appeal a Parking Charge process. If your complaint also challenges the PCN’s validity, we will also treat that part as an appeal and apply the relevant appeal process and timescales.
RAISE A CONCERN
How to submit a complaint
Email us at complaints@nextgen-parking.co.uk. Include the details below where you can, so we can investigate.
• Your full name and contact details.
• The site or location, and a PCN reference if applicable.
• The date and time of the incident.
• A clear description of your complaint.
• Any supporting evidence, such as photographs or correspondence.
We will accept a complaint even if you cannot provide all of this information. We will contact you to gather any details we need.
THE PROCESS
What happens next
We log and review your complaint, investigate the issues raised and send a written response. The steps below explain the process.
01
Receipt and acknowledgement
We log the complaint and assign a reference. We acknowledge it within 14 days of receipt unless exceptional circumstances apply. If exceptional circumstances affect handling, we will keep you informed.
02
Triage
We assess the issues raised and gather relevant information. If the complaint is, or includes, a challenge to the validity of a Parking Charge Notice, we also treat that part as an appeal and apply the applicable appeal process and timescales. Where appropriate, we explain this to you.
03
Investigation
The investigating officer gathers relevant information and reviews the applicable policy. The investigation is objective; the investigator must not be the person whose conduct is the subject of the complaint.
04
Response preparation
We address each point, explain our findings and confirm any action taken or planned in clear, professional English.
05
Decision and response
We provide a full response within 28 days of receiving the complaint unless exceptional circumstances apply. If they do, we keep you informed.
06
Escalated review
If you remain dissatisfied, you may ask for an escalation in writing. A senior reviewer who was not involved in the original response will consider it. We will explain the outcome and any relevant next steps. The Code sets no fixed deadline for an escalation request or final review response.
TIMELINES
Response and escalation times
The Code sets the acknowledgement and full-response periods below, each subject to exceptional circumstances. It does not set a fixed escalation-request or final-review deadline.
Within 14 days
Acknowledge receipt unless exceptional circumstances apply
Within 28 days
Provide a full response unless exceptional circumstances apply
Exceptional circumstances
Keep the complainant informed if they affect handling
Ask for escalation
If dissatisfied, ask in writing; no fixed request deadline is set by the Code
Senior review
An uninvolved senior reviewer explains the outcome; no fixed final-review deadline is set by the Code
OUTCOMES
Decision and possible remedies
Our written response will explain the findings, the outcome and any action taken or planned.
Upheld
The complaint is accepted, with a remedy offered and action confirmed.
Partially upheld
Some elements are accepted. We explain each finding clearly.
Not upheld
We explain the reasons and the available escalation options.
If a complaint is upheld
A remedy will be proportionate to the nature and impact of the complaint. Depending on the findings, it may include:
• Formal written apology.
• Correction of records, information or communications.
• Correction or cancellation of a PCN where an upheld complaint identifies a direct operational or administrative error affecting the notice.
• Process, signage or system improvements to prevent recurrence.
• Staff training, guidance or disciplinary action where appropriate.
• A financial remedy in exceptional circumstances where appropriate and justified.
We do not offer financial remedies as a routine resolution for unsubstantiated complaints.
COMMUNICATION
How we communicate
We aim to handle every complaint in clear, professional and respectful language.
Our responses address each point raised, state the facts and findings clearly, confirm actions and explain the next steps and escalation options. We avoid defensive, dismissive, condescending or blame-shifting language.
We do not dismiss a complaint without investigation, blame you for an issue without evidence, make disproportionate or inaccurate threats, or minimise a genuine concern.
FURTHER REVIEW
External routes
The appropriate external route depends on the issue and any applicable scheme. We will explain relevant next steps in our response.
• Sector-code concerns — any route depends on the code and scheme applicable to the matter; details will be provided where relevant.
• Information Commissioner’s Office (ICO) — data protection and privacy complaints. ico.org.uk
• Consumer concerns — any relevant advice or referral depends on the circumstances; details will be given where appropriate.
• These routes are separate from the PCN appeal process and do not determine a Parking Charge Notice appeal.
ACCOUNTABILITY
Records, learning and review
We retain complaint records only for as long as reasonably necessary to handle the complaint and related legal, regulatory or business purposes, in line with the Privacy Policy.
Records include the complaint and reference, correspondence, the investigator and any senior reviewer, evidence considered, the decision and reasons, remedies or actions, and any external escalation signposting.
Complaint data is reviewed quarterly to identify recurring service, signage, communications, technology, staff conduct or compliance issues. Findings are reported to senior management and may lead to process improvements or an earlier policy revision.
We review this policy when the complaints process or applicable code or legal requirements materially change.
Policy information
Policy: Complaints Policy, Process and Procedure
Version: 1.3
Next Gen Parking Limited
Need to raise a complaint?
Email the complaints team. You can still contact us if you do not yet have every detail listed above.
Email complaints@nextgen-parking.co.ukFor more motorist information, visit Motorist Help & FAQs.