Complaints Policy
How to raise a complaint and what you can expect from Control Direct
Complaint or appeal?
A complaint is an expression of concern about how our service has been delivered or whether we have followed the applicable Code of Practice. A challenge to the validity of a Parking Charge is an appeal and must be made through the appeals process.
How to complain
You can complain by email or post. Please include your name and contact details so we can acknowledge and respond to you. Please also provide enough information for us to identify and investigate the issue, including where relevant:
- Parking Charge Reference
- Vehicle Registration
- Car Park or Site
- Date of the Incident
- A clear description of your concern
Post
Complaints
Control Direct Ltd
66 Paul Street
London
EC2A 4NA
Every complaint is reviewed by a trained human complaints handler and will not be decided solely by an automated system.
What Happens Next
1. Acknowledgement
We will acknowledge your complaint within 14 calendar days. We will confirm that it has been received and is being investigated and provide a unique complaint reference number.
2. Investigation
A trained complaints handler will review the information provided, gather relevant records and evidence, consult staff where appropriate and check the matter against the applicable Code of Practice and our procedures.
3. Final response
We aim to investigate and conclude complaints within 28 calendar days. Our final response will explain the outcome and reasons and confirm that the matter has completed our internal complaints process.
Complaints that also challenge a Parking Charge
If your correspondence contains both a service complaint and a challenge to a Parking Charge, we will handle the service issue under this Complaints Policy and automatically treat the Parking Charge challenge as an appeal. We will tell you that the two matters are being handled under the appropriate separate processes.
Important
Submitting a complaint does not place a Parking Charge on hold or extend any payment or appeal deadline. If you wish to challenge a Parking Charge, you must submit an appeal within the deadline shown on the notice.
If we need more time
If exceptional circumstances prevent us from concluding a matter within 28 days, we will explain the reason for the delay, provide a revised timeframe and keep you updated until the matter is concluded.
If you remain dissatisfied
If you are unhappy with our final response, we will explain any further options available to you, including referral to the International Parking Community (IPC) where appropriate.
How we use your information
We will use the personal information you provide to investigate and respond to your complaint. Further information about how we use personal data is available in our Privacy Policy. Complaint records and relevant correspondence are retained for 36 months.