Complaints Policy
Date: 22 October 2025
Stage 1
If a motorist wishes to challenge the validity of a charge then they must use the Appeals Procedure. Other issues can be dealt with under the complaint’s procedure.
If a motorist wants to complain, they must complain to G24 directly in the first instance by writing to the address, G24 Ltd, Complaints Department, PO BOX 228, Blyth, NE24 9HP. If further investigation shows it is not relevant to an appeal it shall revert back to the complaints process.
If the motorist is not satisfied with G24’s response the motorist may refer their complaint to the IPC.
Stage 2
All complaints are logged and recorded in the G24 Internal Complaints Register where the following information is recorded and is held for at least 36 months
1. Date of complaint
2. Copy of complaint
3. Complainant’s details
4. Outcome of complaint
5. Details where corrective action is required
Stage 3
All complaints must be acknowledged by G24 to the complainant within 14 days from receipt.
Stage 4
All investigation shall be completed by trained complaint handlers who shall
1. Review the complaint
2. Gather all evidence required including the review of a parking charge and/or speaking with members involved.
3. Review the complaint against the Private Code of Practice to ensure there is no breach
Stage 5
Where a complaint is also an appeal, the appeals process should enacted and the complainant informed that the complaint is being treated as an appeal and therefore the appeals process is being followed. If the complainant informs the Operator that they do not wish for the complaint to be handled as an appeal or further investigation shows it is not relevant to an appeal it shall revert back to the complaints process.
Stage 6
All complaints must be investigated and concluded within 28 days of receipt.
Responses should be responded to by the way of receipt, for example if the complaint is received by post, G24 must respond by post unless specifically requested otherwise.
The outcome must be recorded in the complaints log.
When concluding the complaint, the response shall inform the complainant that if they are unhappy with the way the complaint has been handled and or concluded they can refer the complaint to the IPC. Details must be provided on how the complainant can do this.
Stage 7
Where there are exceptional circumstances for not concluding a complaint within the timeframe of 28 days G24 will contact the complainant with an explanation of why the complaint has not been concluded and provide a new timeframe.
Stage 8
If the complaint is upheld, corrective action must be recorded in the complaints log, this may include
1. Staff training
2. Staff disciplinary
3. Amending processes
4. Suspending enforcement on site
Stage 9
Any breaches of the private parking Code of Practice must be reported to The IPC to investigate. All information and evidence must be provided from the initial complaint and provided for investigation.
All breached will be reported within 3 working days of becoming aware of the breach however serious breaches must be reported within 1 working day.
Complaints from Members of Parliament G24 must refer the MP to the MP portal on the IPC website. And the following statement included.
We are members of the International Parking Community (IPC) Accredited Operator Scheme (AOS). The IPC is a DVLA Accredited Trade Association (ATA) and has a Code of Practice and an Independent Appeals Service (IAS) that allows a Motorist access to an independent adjudication process on the lawfulness of Parking Charges issued by their members. An important condition of being an AOS member is that operators must adhere to The Code. 38 If you are not content with the response, we have provided you with, you can refer this to the IPC who will investigate and provide you with a response. To make this process as simple as possible the IPC has created a communication portal on their website https://theipc.info/login for you to use. They have created a username for all members of Parliament. Your username will be your email address. An email will have been sent with your login details. There is an option for you to reset your password if you are unable to login. If you have any issues, please contact the IPC via email on mp.enquiries@theipc.info.
Registered in England G24 Limited, Buckingham House, 2nd Floor, 10 Station Road, Gerrards Cross, SL9 8EL. Company Number 5457196 VAT Number 906867882