Complaints

At ARDPark, we take complaints about our work, staff and service levels very seriously. If you are not satisfied, please follow the process below for raising a complaint. We do not have an informal complaints procedure and as such all complaints are treated as a formal complaint.

What complaints we can and can’t look into

We can only handle complaints about the work, staff and levels of service provided by the ARDPark Ltd. We cannot hear complaints about third parties.

Here are some examples of what we will investigate:

  • Appeals not heard properly
  • Staff being rude or discourteous
  • If you think we have broken the IPC’s AOS Code of Practice
  • If you think we have broken the law

We can’t deal with:

  • If we have heard an appeal once that you can not appeal again or raise a complaint about the outcome (but you can complain about the handling of the appeal).
  • Complaints about third parties outside of the control of ARDPark Ltd (e.g. other drivers or companies)
  • Matters pertaining to our clients.
  • Misuse of DVLA or other personal data (this must be directed to our data Protection Officer at dataprotection@ardpark.co.uk who will address your complaint).

What information we’ll ask from you

We will need you to supply:

  • A clear, detailed description of what your complaint is about
  • Copies of any letters, emails or other documents related to the complaint
  • A Parking Charge reference number, if appropriate to your complaint
  • Your email address so we can reply

How to make a formal complaint about us

You can make a formal complaint by post but not by phone or email. You should write to:

ARDPark Ltd, Complaints Team, Parkhill Business Centre, Walton Road, Wetherby, LS22 5DZ

Complaints process

Once a complaint is received it is logged with the date the complaint is received and the outline of the complaint. ARDPark Ltd will acknowledge the complaint within 10 working days and usually reply within 20 working days (or both simultaneously). When the complaint cannot be concluded within 20 working days we will write to you to explain why and when we expect the complaint to be concluded.

The complaint will then be investigated by a senior management team member and they will make a decision on the outcome. The possible outcomes are (1) upheld (2) partially upheld (when one or more elements of the complaint are upheld, but, one or more elements are dismissed) or (3) dismissed.

Upon conclusion of the complaint, the complaint letter, our decision, any other correspondence and the log will be placed on file for 24 months. Only Directors (to ensure the complaints procedure is fair) and the Data Protection Officer (to ensure data protection compliance) will have access to the file.

Complaints FRom an mp

In addition to the above, where a complaint is received from an MP we will, upon resolution of the complaint, refer the MP to the MP portal on the IPC website.