Complaints Policy

AI Car Parking Ltd is committed to maintaining professional, fair and transparent parking management services across the United Kingdom.

We aim to respond to complaints respectfully, efficiently and in accordance with our internal operational procedures and applicable industry standards.

This Complaints Policy explains how complaints may be submitted, reviewed and resolved.

This policy applies to complaints relating to:

• Parking Charge administration
• Customer service
• Operational conduct
• Appeals handling
• Website or portal issues
• Payment processing issues
• Parking management activities
• Communication concerns
• Staff or contractor conduct
• Data handling concerns relating to our services

This policy does not replace the formal Parking Charge appeal process.

If you wish to challenge a Parking Charge Notice itself, you should use the official appeals procedure available through our Appeals Portal.

Complaints should be submitted in writing wherever possible.

Please include:

• Your full name
• Vehicle Registration Number (if applicable)
• Parking Charge Reference Number (if applicable)
• Contact details
• A clear explanation of your complaint
• Supporting information or evidence where available

Complaints may be submitted:

• through our website contact form
• by email

Once a complaint is received:

• we will review the information provided
• additional information may be requested where necessary
• relevant operational records may be reviewed
• we may contact site operators, contractors or service providers where appropriate

We aim to investigate complaints fairly and proportionately based on the information available

AI Car Parking Ltd aims to acknowledge complaints within 5 working days where reasonably possible.

We aim to provide a substantive response within 14 working days, although more complex matters may require additional time depending on:

• operational review requirements
• third-party involvement
• evidence review
• legal considerations
• system investigations

Where additional time is required, we will aim to keep you informed.

Complaints relating specifically to the validity of a Parking Charge Notice should normally be submitted through the official Parking Charge Appeals process.

Submitting a complaint does not automatically pause:

• appeal deadlines
• payment deadlines
• enforcement procedures
• legal processes where applicable

Drivers and keepers should ensure that any appeal is submitted within the required timeframe stated on the Parking Charge Notice.

AI Car Parking Ltd expects communications to remain respectful and professional

We may limit or refuse communication where behaviour includes:

• abusive or threatening language
• harassment
• discriminatory behaviour
• excessive or repetitive contact
• false or misleading information
• misuse of communication channels

Where necessary, communication restrictions may be applied in accordance with applicable laws and operational procedures.

If you remain dissatisfied after our review, you may wish to seek:

• independent legal advice
• consumer advice
• financial advice
• guidance from relevant regulatory or advisory organisations where appropriate

AI Car Parking Ltd reserves the right to verify supporting information where reasonably necessary.

Complaints and related correspondence may contain personal information.

AI Car Parking Ltd processes personal data in accordance with our Privacy Policy and applicable UK data protection legislation.

We may update this Complaints Policy from time to time to reflect:

• operational changes
• regulatory guidance
• service improvements
• legal requirements

The latest version will always be published on our website.

If you wish to submit a complaint, please use the contact form available on our Contact Us page or email us using the contact details published on our website.

Please provide sufficient information to allow us to investigate your complaint

complains@aicarparking.co.uk