1. How to make a complaint
Send a clear description of the issue and, where relevant, your PCNRescue case reference, purchase date and the outcome you are seeking. You do not need to use legal language. Do not send full card details, passwords or unnecessary sensitive information.
2. General customer-service complaints
- We will acknowledge the complaint as soon as reasonably practicable.
- We will review relevant case, payment and technical records and request additional information only where needed.
- We will give a clear outcome and reasons. If a remedy is due under consumer law, we will explain what will be provided.
For ordinary service complaints we aim to provide a substantive response within 14 days. More complex matters may take longer; if so, we will explain the delay and expected next step. This internal target never reduces a statutory right or shorter legal deadline.
3. Data protection complaints — statutory process
If you think we have infringed data protection law in the way we handled your personal information, you can complain to us using the complaints email above. This route also applies where you act on behalf of another person and can show appropriate authority.
- We will acknowledge receipt within 30 days of receiving the complaint.
- Without undue delay, we will take appropriate steps to investigate, including making appropriate enquiries.
- We will keep you informed about progress where the matter is not resolved promptly.
- Without undue delay, we will tell you the outcome of the complaint.
We may ask for enough information to identify the relevant records, verify identity where proportionate, or verify authority where someone acts for another person. We will not ask for more personal data than is reasonably necessary for the complaint.
You also have the right to complain to the UK Information Commissioner’s Office (ICO). Making a complaint to us does not remove that right. See our Privacy Notice for more information. Privacy Notice.
4. Alternative Dispute Resolution (ADR)
If we give a final response saying that we cannot resolve a consumer-contract complaint, we will provide the information about an approved ADR provider that the law requires at that point and state whether we are obliged or willing to use that provider. We will not describe an ADR provider as approved unless it is within the applicable statutory accreditation framework.
Using a complaint or ADR process does not remove any right you may have to seek independent advice or use the courts where available.
5. PCN appeal deadlines continue
A complaint about PCNRescue does not pause or extend a deadline imposed by a council, TfL, private parking operator, tribunal, court or other body. Continue to protect your PCN/parking deadline while we handle any complaint about our service.
