PREMIER PARKING ENFORCEMENT SERVICES LTD (PPES)

1 Introduction

As an operator accredited by the International Parking Community (‘IPC’), PREMIER PARKING ENFORCEMENT SERVICES LTD operates in accordance with the Private Parking Sector Single Code of Practice (‘the Code’). PPES is committed to establishing and maintaining the highest standard of internal and external complaints and dispute resolution procedures. The complaints procedure acts as a check and balance on the practices and policies of PPES. A complaint challenges the wider company policy rather than the individual circumstances of a charge. Should a motorist wish to dispute a Parking Charge Notice they have received, this should be handled via the Appeals Procedure.

 

2 Making a Complaint

All internal and external complaints are referred to the Compliance Team under the supervision of the Compliance Team Leader.

Complaints must be made in writing to:

The Compliance Team

PREMIER PARKING ENFORCEMENT SERVICES LTD

20 Wenlock Road, London, England, N1 7GU

Online complaints form:

https://premierparkingenforcement.co.uk/ppesl-form/

ICO Data Controller Reference: ZC053282.

Complaints must include:

• Full name and contact details

• Vehicle registration number (if applicable)

• Parking Charge Notice number (if applicable)

• Details of the incident or issue

 

3 Investigating a Complaint

The Compliance Team will make all reasonable efforts to resolve complaints. Complaints relating to a member of the Compliance Team will be investigated by another appropriate team member.

Complaint records will include:

• Date complaint received and responded to

• Name of complainant

• Nature of complaint

• Investigation details and action taken

Records will be retained for a minimum of 36 months.

 

4 Written Response to Complaints

The Compliance Team will provide a written response addressing each issue raised and explaining the reasons for decisions taken. Responses will normally be sent by email unless otherwise requested.

 

5 Timeliness

PPES aims to respond within 14 calendar days, or at the latest within 28 calendar days from receipt of the complaint. Where a response cannot be provided within 28 days, the complainant will be informed of the reasons for delay.

 

6 Resolution

Where appropriate, PPES may offer suitable redress, which may be non-financial or financial. If the Compliance Team Leader cannot resolve the complaint, the matter will be

escalated within PREMIER PARKING ENFORCEMENT SERVICES LTD (PPES).

 

Policy Review

 

Date: 03/09/2026

Summary of changes:

• Change of registered postal address

• Introduction of online complaints form

• Clarification of information requirements

• Clarification on written responses

Signed:

Tanveer Hameed

Head of Recoveries and Compliance