Parking services and complaints
Information on complaining about Parking Services
One of the main roles of Parking Services is to enhance the quality of life of our residents by ensuring, through robust but fair enforcement, that the maximum number of parking spaces are available for legitimate users i.e. permit holders, vehicles correctly displaying pay and display tickets or blue badges. Effective enforcement also assists traffic flow and public safety.
Whilst recognising that we operate in a difficult and sensitive environment, we aim to provide services with respect, courtesy, consistency and fairness and to provide accurate information. We welcome all feedback about the services we provide.
DISPUTING A PENALTY CHARGE NOTICE OR VEHICLE REMOVAL
If you wish to dispute a Penalty Charge Notice (PCN) or vehicle removal, please do not attempt to use the Council’s complaints procedure
There is a statutory process under the Road Traffic Act 1991 for challenging a PCN or removal which includes the right of appeal to an independent Adjudicator at the Parking and Traffic Appeals Service. For more information visit www.parkingandtrafficappeals.gov.uk.
Strict time-limits are applicable when disputing PCNs and the Council has a duty to ensure that it does not prejudice these rights by inviting the use of a different process. For more information see:-
» How to make Representations and challenge Penalty Charge Notices
» What should I do if my vehicle has been removed?
When PCNs are disputed, there is often a sentiment on the part of the motorist that the Parking Attendant was wrong to issue the PCN or that the council officer dealing with the correspondence has not handled it correctly. These are matters that an Adjudicator can consider and will not be treated as complaints. If, however, the allegation is that the Parking Attendant or other member of our staff was rude or discourteous, this will be dealt with under the Council’s complaints procedure.
Examples:
- Claiming the PCN was wrongly issued - statutory process
- Claim that the removal of a vehicle was unreasonable - statutory process
- PCN or removal correct but special personal circumstances - statutory process
- Challenged PCN but disagree with response - statutory process
- Claim that member of staff was rude - complaints procedure
If, where a PCN has been issued, an allegation is made about staff behaviour that is be dealt with under the complaints procedure, this does not effect the validity of the PCN. If you wish to also challenge the PCN you must still follow the statutory process.
All other service areas that are the responsibility of Parking Services e.g. pay and display machines are subject to the normal Council complaints procedure. All complaints about members of staff must be in writing. If you would like to make a complaint relating to parking services or raise a parking issue use our online form.
