{"id":6172,"date":"2022-06-29T13:06:05","date_gmt":"2022-06-29T13:06:05","guid":{"rendered":"https:\/\/www.tnccollections.com\/?page_id=6172"},"modified":"2024-05-20T14:47:21","modified_gmt":"2024-05-20T14:47:21","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/www.tnccollections.com\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"[vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” top_padding=”3%” bottom_padding=”11%” left_padding_desktop=”10%” constrain_group_2=”yes” right_padding_desktop=”10%” bottom_padding_tablet=”14%” left_padding_tablet=”5%” constrain_group_4=”yes” right_padding_tablet=”5%” bottom_padding_phone=”16%” left_padding_phone=”0″ constrain_group_6=”yes” right_padding_phone=”0″ text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” advanced_gradient_angle=”0″ overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=”” gradient_type=”default”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\n

Complaints Policy<\/h1>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” advanced_gradient_angle=”0″ gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid” gradient_type=”default”][vc_column_text]1. Introduction<\/strong>
\nTNC Collections takes complaints seriously as they help us to improve areas of our products and services and to resolve any issues relating to the consistency and quality of our business operations.<\/p>\n

Our complaints policy is an opportunity for customers to tell us when we might have fallen short of expectation, and how we can put things right.<\/p>\n

TNC Collections receive, evaluate, make and record its decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the accredited parking association.<\/p>\n

2. Policy Scope<\/strong>
\nThe\u00a0policy\u00a0is designed to deal with concerns raised in relation to parking enforcement only; complaints that do not relate to matters pertaining to the BPA\u2019s Approved Operator Code of Practice\u00a0 or Parking (Code of Practice) Act 2019 are not covered under the scope of the policy.<\/p>\n

3. Definition of a Complaint<\/strong>
\nThe complaints policy is not intended to be used as a method for motorists to appeal a Parking Charge Notice (PCN) or Notice of Parking Charge (NPC).\u00a0 Matters relating specifically to appeals must be made in writing as instructed on the notice itself.<\/p>\n

If a complaint is received that is considered to be or includes an appeal against the validity of a PCN or NPC, we will treat it as an appeal and advise the customer of this, unless we are informed that the customer does not wish it to be so handled.<\/p>\n

Our definition of a complaint is something about the quality of the service provided by an organisation, its processes and\/or the behaviour of its staff.<\/p>\n

Our definition of an appeal \u2013 correspondence shared against the decision of an organisation \u2013 in this instance, the decision to issue a Parking Charge Notice or Notice of Parking Charge \u2013 where a change to that decision is required.<\/p>\n

4. How to make a Complaint<\/strong>
\nCustomers who wish to make a complaint must do so in writing.\u00a0 This is to ensure we know exactly what the nature of the complaint is and this reduces the possibility of ambiguity or of the customer\u2019s complaint not being correctly recorded over the telephone.\u00a0 The complaint will then be registered onto our system and a unique reference code generated.<\/p>\n

Once the complaint has been received, we will acknowledge the complaint within 14 days and provide the unique reference code.\u00a0 The acknowledgement will be sent to the name and address or email provided.\u00a0 In the absence of valid contact details, it may not be possible to process a complaint or process it within the published timeframes.<\/p>\n

We will respond to complaints within 28 days of receipt.\u00a0 In some cases, however, the allotted timeframe could be extended due to the nature of the complaint and the complexities surrounding any investigation.\u00a0 If we are unable to reply to the complaint within 28 days, the customer will be written to, to advise of progress.<\/p>\n

A complaint must be made in writing via the submissions form found under the Complaints Policy section on our website or by post:<\/p>\n

Website: https:\/\/www.tnccollections.com\/complaints-policy\/<\/a><\/p>\n

Postal Address: The Complaints Manager, TNC Collections, Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP<\/p>\n

The complaint must be made within 56 days of the incident taking place.<\/p>\n

5. How Complaints will be recorded<\/strong>
\nComplaints will be recorded on a complaint\u2019s register and kept on file for 36 months and these will be available on request to authorised bodies.\u00a0 The details that will be retained will be:<\/p>\n