How we handle complaints and how to make one.
You can submit a complaint by email or via the Make a Complaint button. We will acknowledge your complaint promptly and aim to resolve it within 28 working days.
RMC Business Solutions Ltd ("RMC", "we", "us") is a British Parking Association (BPA) Accredited Operator and operates under the BPA Approved Operator Scheme (AOS). We are committed to providing a fair, transparent, and professional parking enforcement service.
We take all complaints seriously. This policy explains how to raise a complaint with us, what to expect from our complaints process, and how we will handle your complaint in line with BPA AOS requirements.
This policy covers complaints about any aspect of our service, including the issuing of a parking charge, the conduct of our officers, our appeals process, our correspondence, signage at a site we manage, or our use of your personal data.
Please note: If you wish to formally appeal a parking charge, you must do so through the appeals process, not via this complaints procedure. You can appeal by searching for your parking charge on our website and selecting the Appeal option. An appeal is a separate process governed by the BPA Code of Practice.
You can submit your complaint using any of the following methods:
Use the "Make a Complaint" button on our homepage at rmcparking.uk to complete our online complaints form. This is the fastest way to submit your complaint.
Send your complaint to parking@rmc.ltd. Please include your parking charge reference number if applicable and your contact details.
To help us investigate your complaint thoroughly and promptly, please include as much of the following information as possible:
We will acknowledge receipt of your complaint within 3 working days of receiving it. We will provide you with a reference number and confirm who will be handling your complaint.
A member of our complaints team, independent from the officer or staff member involved, will conduct a thorough review of the circumstances. This may include reviewing CCTV footage, photographic evidence, signage records, officer body camera footage, and any correspondence.
We will provide you with a full written response detailing our findings, the actions we have taken or will take, and any remedy offered. If we need more time to investigate, we will contact you to explain the reason and provide a revised timescale.
If you are not satisfied with our response, you may request that your complaint is escalated to a senior manager for further review. Please state clearly that you wish to escalate and explain why you remain dissatisfied.
If you remain dissatisfied after our internal complaints process has been exhausted, you have the right to escalate your complaint to the following independent bodies:
POPLA is an independent appeals service for parking charges issued on private land. If your complaint relates to the outcome of a parking charge appeal and you have already completed our internal appeals process, you may be eligible to refer your case to POPLA at no cost to you. POPLA's decision is binding on RMC but not on the motorist.
Visit POPLAAs a BPA Approved Operator, we are bound by the BPA Code of Practice. If you believe we have breached this Code of Practice, you may contact the BPA directly. The BPA will investigate complaints of significant or systemic non-compliance by its members.
Visit the BPAWe are committed to learning from complaints and using feedback to improve our service. All complaints are reviewed by our management team on a regular basis to identify trends, training needs, and areas for improvement.
We will treat every complainant with respect and courtesy. We expect the same in return. We reserve the right to decline to continue engaging with correspondence that is abusive, threatening, or vexatious in nature.
We do not discriminate against any complainant on the basis of any protected characteristic, and we will make reasonable adjustments to our process for individuals who require additional assistance.
All complaint information is treated in confidence and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Personal data provided in connection with your complaint will be used solely for the purpose of investigating and responding to your complaint. Please refer to our Privacy Policy for full details of how we process personal data.
Complaint records are retained for a period of 3 years following resolution, after which they are securely destroyed unless we are required by law to retain them for longer.
All complaints should be directed to: