Make a Complaint

A complaint is about our service — how we communicated, how a site is run, staff conduct, payments, or data handling.

If you want to challenge a Parking Charge Notice itself, that is an appeal, and it has its own process and deadlines: please use the Appeals Portal. Making a complaint does not pause the appeal or payment deadlines printed on your notice.

You can make a complaint:

• by email: admin@aicarparking.co.uk
• through our website contact form
• by post: AI Car Parking Ltd, 58 Priory Court, Wideford Drive, Romford RM7 0FY
• by phone: 0345 257 5250 (Monday–Friday, 9am–5pm)

Please include:

• your full name and contact details
• your vehicle registration number (if relevant)
• your Parking Charge reference number (if relevant)
• the site and date your complaint relates to
• a clear description of what went wrong
• any supporting evidence (photos, receipts, letters)

We aim to acknowledge your complaint within 5 working days and to give you a substantive response within 14 working days. If your complaint needs longer — for example where a site operator or detailed records are involved — we will keep you informed.

Complaints are reviewed by a member of staff who was not involved in the matter being complained about, wherever possible.

If you are not satisfied with our final response, you may wish to seek independent consumer or legal advice. Where your complaint concerns how we handled your personal data, you also have the right to complain to the Information Commissioner’s Office (ico.org.uk).

The full details of how we handle complaints are set out in our Complaints Policy.