Motorist Complaint

How to Complain

If you wish to complain to the IPC about an operator or their practices, you can do so by following the steps below.  Please Note: If you wish to appeal a parking charge, you should do this first to the operator, this is a separate process and is not within the remit of the IPC to deal with.  Complaints and appeals are different, this section handles complaints. For information on appeals, please see the previous sections on this page. 

1. Before you complain to the IPC you must first complain to the parking operator following their documented process. The operator has 28 days to respond. Once you have received a response, and if you remain unhappy, you can complain further to the IPC.
2. To complain to the IPC click on the following link:  https://portal.theipc.info/login/complaints, you will first need to create a user account then you can select the ‘submit complaint’ option. 
3. Within this section you will be prompted to select the parking operator that your complaint relates to, the parking charge number, the subject and the basis of your complaint. Once you press submit, this will be sent to the complaints department at the IPC. All complaints will be acknowledged within 10 working days and concluded within 20 working days, unless extra time is needed and as such you will be updated. 
4. You will be asked to provide a copy of your complaint to the parking operator and a copy of their response.

What you will need to complain:

1. Name & email address
2. Home address
3. Parking charge number 
4. DOB (not required) 

Steps to Follow

Step 1: Register to file a complaint

1. Fill in all personal details, ensure accuracy as missing fields will restart the process (try hitting escape first if you get an error while entering). 
2. Ensure your password meets the requirements (red, orange and green bars highlighted.) 
3. Tick the Human verification box 
4. Tick that you have read and understand the policy and notices 
5. Submit a complaint on the right-hand side of the page

Step 2: What to include in your complaint 

1. Operator Name (from drop down). If the name doesn't appear, please check if they are a member of the BPA (LINK) 
2. Parking charge number  
3. Subject 
4. Complaint: Please include as much information and evidence as you can, including any relevant numbers and if you have further evidence such as photographs, you can provide. Once your complaint is acknowledged, then you have the ability to upload additional documents and photographs. You will not have the ability to attach these at this step, but you will be able to in the next stage.  Please note that you can’t copy and paste in this box. Please also be aware that there are security measures in place that will log you out if the device you are using is idle for too long. 
5. Submitted: You will receive an email confirming your complaint has been received.

Step 3: Responding & uploading evidence

1. You will receive an email confirming your complaint has been received. 
2. Once the IPC has read your initial complaint, they will respond. You will receive an email notification letting you know that the IPC has responded.  You should then log in to the portal to view your complaint and the IPC’s initial response.   
3. Once you have logged in, you will be taken to the Complaints page.  You will be able to see your complaint and the IPC’s response.  The IPC might ask questions or for further information on points of your complaint.   
4. You then have the opportunity to respond to the IPC, and add more details and upload evidence such as photos, documents or screenshots. 
5. Once you are satisfied with your response and the files attached, you can click the submit button. 

All complaints will be acknowledged within 10 working days and concluded within 20 working days, unless extra time is needed and as such you will be updated.