Flashpark Complaints Policy
How to make a complaint
Customers who wish to 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 customer’s
complaint not being correctly recorded over the telephone. The complaint will then be registered
onto our system and a unique reference code generated.
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 customer will be
written to, to advice of progress.
A complaint must be made in writing via email or post:
Email: Contact Us
Postal Address:
Vehicle Control Solutions Ltd, West Hill House, 6 Swains Lane, Highgate, London, N6 6QS
The complaint must be made within 56 days of the incident taking place.
Escalation Process
In the event that the customer is not satisfied with the handling of the complaint, the complaint can be escalated to Customer Relations Manager. The Customer Relations Manager 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.
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 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.