Complaints Policy

  1. Introduction

NSL+ is committed to delivering a high standard of service in the management and enforcement of parking across the sites we operate. As part of this commitment, we welcome feedback from members of the public, motorists, landowners and stakeholders regarding our services.

We recognise that, on occasion, individuals may feel dissatisfied with aspects of our operations. When this happens, we aim to resolve matters promptly, fairly and transparently.

This Complaints Policy explains:

  • What constitutes a complaint
  • How to submit a complaint
  • How complaints are investigated
  • The expected timescales for responses
  • Options available if a complainant remains dissatisfied

This policy applies to all complaints about the services delivered by NSL+.

  1. About NSL+

NSL+ is part of Marston Holdings, a leading provider of transportation, enforcement and public services across the UK.

Where NSL+ manages parking facilities or parking enforcement on private land, operations are conducted in accordance with relevant legislation and industry standards including those set by the British Parking Association and other applicable regulatory bodies.

  1. Definition of a Complaint

A complaint is defined as:

“An expression of dissatisfaction about the standard of service, actions, behaviour or processes of NSL+, its staff, contractors, or systems.”

Examples of complaints may include:

  • Conduct of parking enforcement staff
  • Quality or clarity of signage
  • Operation of parking equipment or payment systems
  • Handling of personal data
  • Customer service issues
  • Administrative errors
  • Concerns about operational processes

Complaints help us improve our services and ensure that we continue to meet the expectations of our customers and stakeholders.

  1. Complaints vs Appeals

It is important to distinguish between a complaint and an appeal against a Parking Charge Notice (PCN).

Appeals

If you believe a Parking Charge Notice has been issued incorrectly, you must submit an appeal using the appeals process detailed on the notice or our website.

Appeals follow a separate process and are reviewed in accordance with industry regulations and applicable parking codes of practice.

Complaints

Complaints relate to the quality of service or conduct of NSL+, rather than the validity of a parking charge itself.

If correspondence received as a complaint relates to the validity of a PCN, it may be treated as an appeal and processed accordingly.

  1. Who Can Make a Complaint

Anyone may submit a complaint, including:

  • Motorists
  • Vehicle keepers
  • Members of the public
  • Landowners or clients
  • Businesses operating on managed sites
  • Representatives acting on behalf of a complainant

Where a representative submits a complaint on behalf of another person, we may require written authority before discussing case details.

  1. How to Make a Complaint

Complaints should be submitted in writing to ensure they can be properly recorded and investigated.

By Email

nslpluscomplaints@marstonholdings.co.uk

By Post

NSL+
[Correspondence Address]
[City]
[Postcode]

Online

Via the contact form available on our website.

To assist us in investigating your complaint, please include:

  • Your full name
  • Contact details (email or postal address)
  • Vehicle registration number (if relevant)
  • Parking Charge Notice reference (if applicable)
  • The location concerned
  • A detailed description of the issue
  • Any supporting evidence (photos, receipts, etc.)
  1. Complaints Handling Process

All complaints received will be handled in accordance with this policy.

Step 1 — Acknowledgement

We will acknowledge receipt of your complaint within 14 days.

The acknowledgement will confirm that your complaint has been logged and is being reviewed.

Step 2 — Investigation

The complaint will be investigated by an appropriate member of the NSL+ team. This may involve:

  • Reviewing correspondence and case records
  • Examining parking enforcement records
  • Reviewing camera or equipment data where relevant
  • Consulting staff members or contractors involved
  • Liaising with the landowner where necessary

Step 3 — Outcome

A full written response will normally be provided within 28 days of receiving the complaint.

Where investigations require additional time due to complexity, we will notify you and provide updates on progress.

  1. Possible Outcomes

Following investigation, we will provide a response explaining our findings and any actions taken.

Possible outcomes may include:

  • Explanation of our procedures or decisions
  • Acknowledgement of error and corrective action
  • Staff retraining or operational improvements
  • Referral to another relevant process (such as the appeals process)
  • No further action where the complaint is not upheld
  1. Escalation of Complaints

If you remain dissatisfied with the response to your complaint, you may request that it be reviewed internally.

Following our final response, you may also choose to escalate your concerns to relevant regulatory bodies or trade associations where appropriate.

For parking enforcement matters, complaints may be referred to the British Parking Association, subject to their procedures.

Please note that regulatory bodies will usually require evidence that you have completed the operator’s internal complaints process before reviewing a case.

  1. Anonymous Complaints

Anonymous complaints will be recorded and reviewed where possible. However, the absence of contact details may limit our ability to investigate fully or provide a response.

  1. Confidentiality and Data Protection

All complaints are handled in accordance with applicable data protection legislation including the Data Protection Act 2018 and the UK General Data Protection Regulation.

Information provided as part of a complaint will be used solely for the purposes of investigating and resolving the matter. Data may be shared internally or with relevant third parties (such as landowners or regulatory bodies) where necessary to investigate the complaint.

Further details can be found in our Privacy Policy.

  1. Monitoring and Continuous Improvement

NSL+ maintains a complaints register in order to monitor service quality and identify areas for improvement.

For each complaint we record:

  • Date received
  • Nature of the complaint
  • Correspondence relating to the investigation
  • Outcome and any actions taken

Complaints records are retained for a minimum of 36 months and may be made available to authorised bodies where required.

Complaints are periodically reviewed by senior management to identify trends and improve service delivery.

  1. Policy Review

This policy is reviewed regularly to ensure compliance with applicable legislation, regulatory guidance and industry best practice.

If you have questions about this Complaints Policy, please contact NSL+ using the details provided above.