We value customer feedback and want to make it as easy as possible for you to let us know your comments.
You can make a comment, compliment or complaint by letter, email or online. We hope that the BPA and its members provide the service you expect at all times. However, we would like to hear from you if you feel the BPA has:
- treated you unfairly or disrespectfully or
- not delivered on our promises, such as a service or the provision of information
Please send letters to: British Parking Association, Stuart House, 41-43 Perrymount Road, Haywards Heath, RH16 3BN
Please click here if you wish to provide feedback about a BPA member. Whilst we have a procedure for dealing with complaints, you should write to the company or organisation in question in the first instance giving full details of your complaint.
Safer Parking Scheme members
Please click here is you wish to provide feedback about an SPS member (these are members displaying the Park Mark logo in their car parks). Whilst we have a procedure for dealing with complaints, you should write to the company or organisation in question in the first instance giving full details of your complaint.
If you have either received a parking ticket, been clamped, or had your vehicle towed away, there are different procedures to be followed, which are detailed below:
Receiving a parking ticket
If you received your parking ticket because you were parked on public land or the highway, please click here.
If you received your parking ticket because you were parked on private land, please click here.
How long does it take to get an answer?
We will normally write to you within 5 working days of receiving your feedback, in order to let you know how it will be dealt with. In most cases, we will then write to you within another 10 working days if your feedback required further work.
Whilst the Association has explicit target timetables for dealing with feedback, it is acknowledged that occasionally a resolution may not be possible within these times. If this is the case you will be kept informed of progress and the anticipated timetable for resolving the points made in the feedback at the earliest possible stage.
What happens after you've submitted feedback?
When we tell you how your feedback will be dealt with and, if it is a complaint, you will be informed who is investigating it. You will also be given a reference which should be quoted if you need to contact us again about this matter.
In the case of a complaint, all relevant facts will be gathered and one of our Heads of Service will review these facts and determine the outcome. We will then write to inform you of this outcome, which will be one of three judgements:
- Justified and corrective action required. Complaint upheld and action is to be taken to correct it
- Justified but no corrective action required. Complaint upheld but no further action to be taken
- Unjustified complaint: rejected.
What happens if you're not satisfied with the result of your feedback?
If you are not satisfied with the Head of Service's conclusion you may refer the matter to a Director.