Welcome to Hyde Parking Ltd privacy notice and company details

Company Details

Hyde Parking LTD (Reg No. 201941151)
Registered Address: Cannon Place, 78 Cannon Street London EC4 N6AF
Registered in England Data Protection Officer Contact Details: dpo@hydeparking.com
Phone: 02071184333

Complaints Policy

Appeals Policy V. 0106202 Complaints Policy

1. Introduction

Hyde Parking Ltd “Hyde” 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. Our complaints policy is an opportunity for customers, clients, and motorists to tell us when we might have fallen short of expectation, and how we can put things right. Hyde receive, evaluate, make and record its decisions on complaints in a non-discriminatory manner, in accordance with the requirements of the accredited parking association.

2. Policy Scope

The policy is designed to deal with concerns raised in relation to parking enforcement only; complaints that do not relate to matters pertaining to the BPA’s Approved Operator Code of Practice or Parking (Code of Practice) Act 2019 are not covered under the scope of the policy.

3. Definition of a Complaint

The 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). Matters relating specifically to appeals must be made in writing as instructed on the notice itself.

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

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.

Our definition of an appeal – correspondence shared against the decision of an organisation – in this instance, the decision to issue a Parking Charge Notice or Notice of Parking Charge – where a change to that decision is required.

4. How to make a Complaint 

A party who wishesto make a complaint must do so in writing. This is to ensure we know exactly what the nature of the complaint is and this reduces the possibility of ambiguity or of the complaint not being correctly recorded over the telephone. The complaint will then be registered onto our system and a unique reference code generated. Appeals Policy V. 0106202 Once the complaint has been received, we will acknowledge the complaint within 14 days and provide the unique reference code. The acknowledgement will be sent to the name and address or email provided. In the absence of valid contact details, it may not be possible to process a complaint or process it within the published timeframes.

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

A complaint must be made in writing via email or post:

Email: complaints@hydeparking.co.uk

Postal Address: Complaints, Hyde Parking Ltd, PO Box 64168, London, WC1A 9BE. The complaint must be made within 56 days of the incident taking place.

5. How Complaints will be recorded

Complaints will be recorded on a complaint’s register and kept on file for 36 months and these will be available on request to authorised bodies. The details that will be retained will be:

  • Date of complaint
  • Copy of complaint
  • The outcome
  • Details of any corrective action required

All personal data will be redacted in line with GDPR requirements. The complaints register will be reviewed every 12 months to identify trends and training opportunities.

6. Escalation Process

6.1 Stage one

In the event that the complainant is not satisfied with the handling of the complaint, the complaint can be escalated to the Executive Office. The Executive Office will acknowledge the escalated complaint within 14 days. A full response to your complaint will be issued within 28 days unless exceptional circumstances have been identified. If more time is needed, the customer will be written to with an update. 6.2 Stage two 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). Appeals Policy V. 0106202 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 with 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.

7. Confidentiality

All complaints will be dealt with in accordance with the requirements of the Data Protection Act 2018.

Please note, when a complaint concerns the issuing of a parking charge issued by us, Hyde are the data controller. As such the customer should be aware that any information provided in connection with the complaint will be used by Hyde to help us deal with it. The complainant’s information may also be passed to Hyde staff who were enforcing any parking restrictions or conditions at the relevant site. Information may also be shared with the landowner and any permit service provider if relevant to allowing the complaint to be investigated and resolved.

For more information on how we use your information you can contact our data protection officer by email at dpo@hydeparking.co.uk. More information about your rights concerning the use of your personal data is available within our privacy policy found on our website www.hydeparking.co.uk. If you would prefer to listen to this this Privacy Notice please call 0207 118 6005.

About Hyde Parking

Hyde Parking Ltd is a national provider of parking services.

Our rapid growth and success in the parking industry are the result of our breadth of experience, the dedication of our employees, and our company ethos. We believe that client relationships are developed through the responsiveness of knowledgeable employees who believe in customer service and who work by the code of practice laid down by our industry associations.

We believe in career advancement based on hard work, merit, and initiative, and this is reflected in the quality of our staff and the loyalty of our clients.

Registered in England and Wales
Co. Reg: 9329531
ICO Registration: ZA090462
Registered Office: 125 London Wall
London, EC2Y 5AL
VAT registration: 201 9411 51

Customer Services
Hyde Parking Ltd
PO Box 64168
London WC1A 9BE
Email: info@hydeparking.co.uk
Tel: 0207 118 6005

Parking Change Notice Payments (24 Hour) 0203 781 8291
email: info@hydeparking.co.uk

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