Complaints Policy

At Fueldriveoff.co.uk, we take complaints seriously, as they help us identify areas where we can improve our products and services, and they enable us to resolve any issues related to the consistency and quality of our operations. Our complaints policy gives you the opportunity to tell us if our service has not met your expectations and explains how we can put things right.

We are committed to receiving, evaluating, and making decisions on all complaints in a fair and non-discriminatory manner, in accordance with our internal standards and relevant legal obligations.

This policy specifically deals with concerns or complaints about our forecourt and parking enforcement activities, including (but not limited to) issues with signage, payment processes, or the conduct of our staff. Complaints unrelated to Forecourt and parking enforcement or outside the scope of our operations are not covered by this policy.

Complaint: A complaint refers to any expression of dissatisfaction about the quality of our services, the processes we use, or the behaviour of our staff.

Appeal: This policy is not intended to replace the formal appeal procedure for notices received via Fueldriveoff.co.uk. If you wish to appeal the validity of a notice, please follow the appeal instructions provided on the notice itself. In cases where correspondence from a customer includes or appears to be an appeal, we will treat it as such and notify the customer accordingly, unless otherwise instructed.

We require that all complaints be submitted in writing (by email or post) to ensure clarity in the nature of the issue raised. Submitting your complaint in writing also minimises the risk of misinterpretation and helps us correctly log your concerns into our system.

Contact Details for Complaints:

We will:

1.Acknowledge Receipt:

Provide confirmation of receipt within 14 days of receiving your complaint.

Issue a unique reference code for the complaint, which we will use in all subsequent correspondence.

2.Investigate and Respond:

Issue a full response within 28 days of receipt. If more time is required due to the complexity of the complaint or the need for further investigation, we will inform you in writing with an update and an expected timeframe.

3.Timeframe for Submission:

We request that all complaints be lodged within 56 days of the incident taking place, to ensure that details remain accurate and evidence can be more readily gathered or verified.

Important Note:If a complaint does not contain valid contact information (such as an email or postal address), we may not be able to process it or meet the published timeframes.

All complaints are logged in our internal complaints register, which is retained for a minimum of 36 months. The following details will be recorded:

Date of the complaint

Copy of the complaint

Copy of all correspondence (incoming and outgoing)

Outcome (including any resolutions or actions taken)

Details of any corrective action required

All personal data is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Where appropriate, personal details are redacted to maintain confidentiality and privacy.

Our complaints register is reviewed every six months to identify trends, recurring issues, and training opportunities for staff.

We aim to address all complaints thoroughly and fairly at the initial investigation stage. If, however, you remain dissatisfied with our handling of your complaint, you may escalate the matter in two stages:

6.1 Stage One Escalation(Internal Escalation):

If you are not satisfied with our initial response, you can request an internal escalation by contacting our escalations team using your unique reference code.

We will acknowledge receipt of your escalated complaint within 14 days and aim to provide a full response within 28 days, unless exceptional circumstances require an extension. If we cannot meet this timeframe, we will write to you explaining why and provide an update on our progress.

6.2 Stage Two Escalation(Final Internal or External Review):

If you are still dissatisfied after the Stage One Escalation, we will conduct a final internal review

Although fueldriveoff.co.uk is not a member of an accredited parking association (such as the British Parking Association), we are committed to resolving disputes fairly. If external resolution is required under any applicable legal or regulatory framework, we will provide guidance on the possible avenues for you to pursue.

You must provide a copy of our final complaint response if you choose to seek advice or action from an external body.

We handle all complaints in accordance with the Data Protection Act 2018 and the UK GDPR. We will only share information pertinent to the complaint with relevant fueldriveoff.co.uk staff involved in handling or enforcing parking restrictions, or with third parties who need the information to assist in the investigation and resolution of your complaint (e.g., the landowner if applicable).

Data Controller: For DN's(Drive-off Notice) issued by Fueldriveoff.co.uk, we act as the data controller.

Third-Party Sharing: If we must share information with a landowner or permit service provider to investigate and resolve your complaint, we will do so responsibly and in line with data protection requirements.

For more information on how we collect, use, and protect your personal data, please review our [Privacy Policy]. If you have further questions or concerns about the handling of your personal data, you may contact our Data Protection Officer.

EMAIL: dpo@fueldriveoff.co.uk

We reserve the right to update this Complaints Policy to reflect changes in our procedures, legal obligations, or industry best practices. When significant changes are made, we will post a notice on our website or notify you directly if you have an ongoing complaint.

If you have any questions, concerns, or requests regarding this Privacy Notice or our data processing practices, please contact us at: