At Parking Compliance Services Ltd ("PCS"), we are committed to delivering a professional, fair, and transparent service. If you believe a Parking Charge Notice (PCN) has been issued incorrectly, or if you are dissatisfied with any aspect of our service, we provide a clear process for submitting an appeal or making a complaint.

Appeals Process

What is an Appeal?
An appeal is a request for PCS to review a Parking Charge Notice (PCN) because you believe it has been issued incorrectly or there are exceptional circumstances that should be considered.

You can submit an appeal if:

• You were authorised to park.
• You believe the PCN was issued in error.
• The vehicle was not under your control at the time.
• You have supporting evidence that may affect the outcome.

How to Submit an Appeal
Appeals can be submitted online, or by email.
Online
Complete our online form: www.pcs-pcn.com/#contact
Email
appeals@pcs-pcn.com

Information Required
To help us assess your appeal, please provide:

• PCN reference number
• Vehicle Registration Number (VRN)
• Your full name and contact details
• Reason for appeal
• Any supporting evidence (receipts, permits, photographs, witness statements, etc.)

Appeal Timescales
Parking Charge Notices issued under Schedule 4 of the Protection of Freedoms Act 2012

• Appeals should normally be submitted within 28 days of the date of the Notice.
• PCS will acknowledge receipt of your appeal.
• We aim to respond within 28 days of receiving all relevant information.

Appeal Outcomes
Following our review, we will:
Appeal Upheld

• The Parking Charge Notice will be cancelled.
• No further action will be taken.

Appeal Rejected

• We will provide a full explanation of our decision.
• Details of any further independent appeal options available will be included.

Additional Information Required

• We may contact you if further evidence is required before a decision can be made.

Independent Appeals
Where applicable, motorists whose appeals are rejected may have access to an Independent Appeals Service (IAS).

Details of the independent appeals process and any applicable deadlines will be provided within the appeal decision letter.

Complaints Process

What is a Complaint?
A complaint relates to the quality of service provided by PCS and is separate from the appeal process.
Examples include:

• Poor customer service.
• Conduct of PCS employees or agents.
• Issues relating to correspondence.
• Data protection concerns.
• Accessibility concerns.
• Dissatisfaction with the handling of an appeal.
• Duplicate payments were made.
• A PCN was subsequently cancelled after payment.
• PCS determines that a refund is appropriate following investigation.

A complaint cannot be used to challenge the validity of a Parking Charge Notice. Such matters must be submitted through the appeals process.

How to Make a Complaint
Online
Complete our online form: www.pcs-pcn.com/#contact
Email
complaints@pcs-pcn.com
Information to Include Please provide:

• Full name
• Contact details
• PCN reference number (if applicable)
• Details of your complaint
• Relevant dates
• Supporting evidence or correspondence

Complaint Handling Process
Stage 1 – Initial Review
Upon receipt:

• Your complaint will be logged.
• PCS will acknowledge receipt of your appeal.
• We will acknowledge receipt within 5 working days.
• A dedicated team member will investigate the matter.

Stage 2 – Investigation
We will:

• Review all available evidence.
• Speak with relevant staff where appropriate.
• Consider applicable policies, procedures and legislation.

We aim to issue a full written response within 20 working days.
Stage 3 – Escalation If you remain dissatisfied with our response, you may request a management review within 14 days of receiving our decision.

A senior manager not previously involved in the matter will undertake a final review.

A final response will normally be provided within 20 working days.

Stage 2 – Investigation
We will:

• Review all available evidence.
• Speak with relevant staff where appropriate.
• Consider applicable policies, procedures and legislation.

We aim to issue a full written response within 20 working days.
Stage 3 – Escalation If you remain dissatisfied with our response, you may request a management review within 14 days of receiving our decision.

A senior manager not previously involved in the matter will undertake a final review.

A final response will normally be provided within 20 working days.

Data Protection Complaints
If your complaint relates to how PCS has handled your personal information, please contact:

Emailoffice@pcs-pcn.com
Your complaint will be investigated in accordance with UK GDPR and Data Protection Act 2018 requirements.
If you remain dissatisfied, you may lodge a complaint with the Information Commissioner's Office (ICO):
Website: https://ico.org.uk
Telephone: 0303 123 1113

Vulnerable Customers
PCS recognises that some customers may require additional support.

If you consider yourself vulnerable or require reasonable adjustments, please notify us when submitting your appeal or complaint. We will make every reasonable effort to support your needs.

Our Commitment
PCS is committed to:

• Treating customers fairly and respectfully.
• Considering all appeals objectively.
• Investigating complaints impartially.
• Responding within published timescales.
• Continually improving our services through customer feedback.

Contact Us
Parking Compliance Services Ltd
Appeals Email: appeals@pcn-pcn.com
Complaints Email: complaints@pcs-pcn.com
Privacy Email: office@pcs-pcn.com
Website: www.pcs-pcn.com

Important Note
Submitting a complaint does not place a Parking Charge Notice on hold. If you wish to dispute a Parking Charge Notice, you must submit an appeal using the appeals process within the applicable timescale.