In an effort to make this policy as clear as possible we may periodically make changes, the last time this page was updated was 12/12/2024.

Complaints Procedure

New Generation Parking Management Ltd (NGP) is committed to providing a quality service and handling complaints in a fair, transparent, and professional manner. If you have concerns about our conformity with the Code of Practice, please follow the procedure below to lodge your complaint.

If you wish to challenge the viability of a parking charge notice then you must use the appeals procedure detailed on your notice.

To complain about other issues, you must write to us directly in the first instance by using the details listed below via post or email. Please allow 28 days for us to investigate your concerns however you will receive a confirmation message from us to confirm receipt of your complaint. After your complaint has been dealt with, if you are not satisfied with our response and outcome then you may refer your complaint to the IPC. More information about this procedure can be found below.

1. How to Complain

Complaints can be submitted via the following methods:

• Email: enquires@ngpltd.com
• Post: New Generation Parking Management, 6 Beaufort Court, Admirals Way, Canary Wharf, London, E14 9XL

2. Recording Complaints

All complaints are logged in our internal complaints register and will include:

• Date of complaint
• Complainant’s details
• Copy of the complaint
• All correspondence related to the complaint
• Outcome of the complaint
• Details of corrective action taken (if applicable)

We retain complaints records for a minimum of 36 months.

3. Acknowledging Complaints

Complaints will be acknowledged within 14 days of receipt. Acknowledgement confirms receipt and that the complaint is under investigation.

4. Investigating Complaints

Complaints are investigated by a senior representative with the authority to make decisions and ensure a thorough review of the case, they will:

• Review the complaint and evidence
• Speak with staff or team leaders (where necessary)
• Review any relevant Parking Charge Notices or procedures
• Assess conformity with the Code of Practice

5. Complaints Related to Appeals

If a complaint includes appeal-related content, it will be treated as an appeal and the complainant informed. If determined not to be appeal-related, it will revert to the complaints process.

6. Concluding Complaints

We aim to conclude complaints within 28 days. Responses will be sent in the same format as the original complaint unless another format is requested. If you are dissatisfied with the outcome, you may escalate the matter to The International Parking Community (IPC)

7. Exceptional Circumstances

If a complaint cannot be concluded within 28 days due to exceptional circumstances, we will notify you with the reason for the delay and the expected completion date.

8. Corrective Actions

If a complaint is upheld, corrective actions may include:

• Staff training or disciplinary action
• Amending internal processes
• Adjustments to operational procedures

9. Reporting Breaches

If a complaint highlights a breach of the Code of Practice, we will report this to the IPC. Material breaches are reported within 3 working days, while serious breaches are reported within 1 working day.

10. Complaints from Members of Parliament

MPs may use the IPC’s dedicated MP Portal to escalate complaints. Responses to MPs will include guidance on accessing this service, as required by the IPC Code of Practice.

Contact Us

If you have any questions about this procedure, please contact our team by emailing enquires@ngpltd.com.