Viking Solutions UK Ltd - Complaints Policy

INTRODUCTION

Viking Solutions takes complaints seriously as they help us to improve areas of our products and services and to resolve any issues relating to the consistency and quality of our business operations.

Our complaints policy is an opportunity for customers to tell us when we might have fallen short of expectation, and how we can put things right.

We receive, evaluate, make and record its decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the Private Parking  Single Sector Code of Practice, which can be viewed here.

POLICY SCOPE

The policy is designed to deal with concerns raised in relation to parking enforcement only.

COMPLAINT DEFINITION

The complaints policy is not intended to be used as a method for motorists to appeal a Parking Charge.  An appeal against a Parking Charge can be submitted by visiting: www.paymypcn.net or via the postal system, using the address given on the posted Parking Charge.

If a complaint is received which is (or is considered to be) an appeal or query against a Parking Charge, it will be considered as such.

If a complaint is received which is against an appeal decision made against a Parking Charge, it will not be considered as a formal complaint.  If a complainant is unhappy with an appeal decision, they have the option of submitting a second appeal, using the information given on the appeal decision documentation.

Our definition of a complaint is something about the quality of the service provided by an organisation, its processes and/or the behaviour of its staff.

HOW TO COMPLAIN

A complaint can be submitted either in writing, using the address given on the posted Parking Charge, or via e-mail.  The e-mail address for complaints is: parkingteam@vikingsolutionsuk.com.  Please include the word "complaint" within your e-mail title.  Before we log your complaint officially, we may firstly attempt to discuss the matter informally, as we do understand that misunderstandings can sometimes happen, which can be resolved without invoking the formal complaints procedure.

Should a complaint be logged as such, we will acknowledge the complaint within 14 days and provide a unique reference code. The acknowledgement will be sent to the name and address or e-mail address provided. In the absence of valid contact details, it may not be possible to process a complaint or process it within the published timeframes.

We will respond to complaints within 28 days of receipt. In some cases, however, the allotted timeframe could be extended due to the nature of the complaint and the complexities surrounding any investigation. If we are unable to reply to the complaint within 28 days, the customer will be written to, to advise of progress.

Please be aware that the complaint must be made within 56 days of the incident taking place, and that we will not respond to any complaints containing abusive language.

RECORDING OF COMPLAINTS

Complaints will be recorded on a complaints register and kept on file for a minimum 36 months from the complaint received date.  The complaints register will be available on request to authorised bodies. The details that will be retained will be:

The date that the complaint was submitted

The name, address and contact details of the complainant

A copy of the complaint, along with all other correspondence
A copy of the outcome to complaint
Details of any corrective action required, where necessary, to avoid any further similar issues.

All personal data will be redacted where necessary, in line with GDPR requirements.

ESCALATION PROCESS

If a complainant is not satisfied with with our determination of the complaint, a further complaint may be submitted to the IPC, by visiting here. Should a complaint be submitted to the IPC, copies of all relevant documentation (see RECORDING OF COMPLAINTS above) may be supplied to the IPC.