ZZPS LIMITED COMPLAINTS PROCEDURE
Below is our complaints policy relating to our standards and service.
Whatever the outcome of an appeal or decision, we want to give you the best possible customer service and any complaint received by us is always treated seriously and is dealt with in accordance with this procedure.
If you are unhappy with the outcome of an informal appeal – for example, the decision our company has reached – we will explain the next steps. But if you are not happy with the level of service we have given you, please tell us. You can do that at any point while we are still managing the case.
We want to know about the level of service you have received from ZZPS Limited, which may include but not limited to, their conduct, acts and/or omissions for instance, if you feel:
- You have been treated unfairly or rudely by someone at ZZPS Limited.
- ZZPS Limited have failed to explain things properly and coherently.
- ZZPS Limited has caused unreasonable delays.
- You have been given inaccurate information.
Separate procedures apply if you wish to appeal, dispute a decision made, discuss refunds, and for all other enquiries. In these circumstances, please forward your email correspondence to customerservices@zzps.co.uk. If your complaint does not relate to the conduct, act and/or omissions of ZZPS Limited your email will be forwarded to a member of the customer services team, and we will let you know this has happened.
If you still feel that you have a valid complaint you can contact us by writing to:
Quality Assurance
ZZPS Limited
400 Dashwood Lang Road
Bourne Business Park
Addlestone
Surrey
KT15 2NX
Or email us at qualityassurance@zzps.co.uk to advise us of your complaint. We are unable to accept complaints via the telephone.
COMPLAINTS PROCEDURE
We endeavour to deal with all complaints immediately upon receipt however, this will not always be possible; the following procedures will be adopted.
- If your complaint relates to the car parking operator; the issuer of your Notice (i.e., our Client); we will pass your complaint on to them for dealing and let you know that we have done so. Whilst they are investigating your complaint, we will suspend all collections activity on your account. We will notify you of the outcome of your complaint once we have received a response.
- If your complaint relates to ZZPS Limited and you have sent the complaint via email, an automatic response will be sent to you to confirm that a member of the quality assurance team has received your complaint safely and that an investigation will begin.
- Within a period of four weeks, the relevant Department should be able to issue you with a Final Response outlining their findings from investigating your issues. If this is not possible, we will write to you and advise you as to why it has not been possible to resolve your issues and advising of when we are likely to be able to come back to you.
- Within a period of eight weeks from the original complaint receipt, we will issue you with a Final Response detailing our findings and whether we uphold your complaint or reject it. If we are unable to issue a Final Response or you are not happy with our response, you may then take your complaint to the British Parking Association (BPA) of which we are a member if it relates to ourselves or if it is an issue relating to the owner of your account, you will need to visit their website or phone them to find out details of their Regulator.
Most Regulators will only investigate your complaint once the company’s internal Complaints procedure has been completed. You generally have six months from the date of our Final Response letter to raise your complaint with them.
Questions you might have:
“I’m unhappy with your service but I don’t know who to speak to. What should I do?”
If you have been dealing with someone here, you can call us and explain what you are unhappy about. The person you speak to will try to help or find the right person to investigate what has happened. Please bear in mind that you are unable to submit a complaint over the phone; by speaking with us, we will be able to work out the best course of action for you and, if required, we can refer you to the appropriate department.
If you have not been dealing with anyone at ZZPS, then call our customer services team on +441932 918916 so we can assist you.
“I am unhappy with the outcome of an appeal. Will you review that if I complain about your service?”
If the case has not had a formal internal decision made yet, then that is the next step.
Have you made a formal appeal – you can do this:
- Online at https://www.paymyparkingcharge.com or;
- In writing to our address: Bacchus House, 400 Dashwood Lang Road, Bourne Business Park, Addlestone, Surrey, KT15 2NX
If the case has already been decided, then no-one here can overturn the decision.
If you have received a rejection to an appeal from us and you are not satisfied with the decision made you can appeal to the independent appeals service as detailed on your rejection appeal letter.
“How long do I have to complain?”
You can complain about our service at any point while we are still managing the case.
This page was last updated on 15/07/2025.