Customer Complaints Policy
NCP puts our customer journey at the forefront of everything we do. We treat complaints as a valuable source of feedback and opportunity to improve. We understand that our customers might not have the anticipated experience when using our services, but NCP is committed to resolving our customer complaints end-to-end.
How can customers make a complaint?
Customers can get in touch with NCP via one of the following methods:
- Via webchat (accessed via the chat button icon on the bottom right of the screen at www.ncp.co.uk)
- Via phone on 0345 050 7080
- Via the ‘contact us’ form at https://www.ncp.co.uk/help-centre/contact-us/
When making a complaint, the complaint will be acknowledged, and customers will be advised of a URN (‘unique reference number’) that can be used to identify progress of their complaint. Thereafter, the complaint will be escalated internally to the appropriate team for review and actioning.
Our team will endeavour to respond to customer correspondence as speedily as possible, but this will depend on the nature of the complaint. We will update a customer of their complaint process throughout until it is deemed resolved. As such, NCP will aim to acknowledge a customer complaint within 14 days and, depending on the complaint investigation, ensure there is a full response within 28 days.
Any matters in relation to a PCN (‘parking charge notice’) have an outlined appeal process as per the documentation the registered keeper has received in the post. Should further guidance be required outside of the process, then customers can make contact via the above methods and discuss the matter with a member of our Compliance team.
Kindly note that any correspondence that is intimidating, threatening, abusive or includes foul language will not be responded to.
All complaints will be dealt with in accordance with the requirements of the Data Protection Act 2018.
Should a customer not be satisfied with the response they have received, we will escalate the matter internally to the appropriate management team for their review. All escalations will be reviewed, acknowledged within 14 days and, depending on the complaint investigation, ensure there is a full response within a further 28 days.
If the customer remains dissatisfied with our determination of the complaint, we will provide you with the details to enable you to complain to our Accredited Trade Association or Conformity Assessment Body (full details will be provided at the appropriate time).
In order to escalate a complaint to our Accredited Trade Association or Conformity Assessment Body, the customer must supply our Accredited Trade Association or Conformity Assessment Body a copy of our final complaint response.
Our Accredited Trade Association or Conformity Assessment Body will not review escalated complaints where this is not provided by the customer.