Complaints Procedure

Introduction

The Traffic Penalty Tribunal is an independent tribunal where impartial lawyers consider appeals by motorists and vehicle owners whose vehicles have been issued with:

  • Penalty Charge Notices (or have been removed or clamped) by councils in England and Wales enforcing parking under the Road Traffic Act 1991 and the Traffic Management Act 2004.
  • Penalty Charge Notices by councils in England undertaking civil bus lane enforcement under The Bus Lane Contraventions (Penalty Charges, Adjudication and Enforcement) (England) Regulations (2005 SI No 2757).

The principal objective of the Traffic Penalty Tribunal is to provide independent, impartial and well considered decisions based on fact and law in a way that is user-focused, efficient, timely, helpful and readily accessible.

 

Our Commitment

We are committed to providing a high standard of service and welcome comments and feedback.  Complaints will be dealt with in a positive way.  We will fully investigate every complaint, give an explanation of the circumstances and, if a mistake has been made, we will apologise and review our procedures in the light of your complaint.

 

What is a complaint?

For us a complaint is a written/oral expression of dissatisfaction with the standard of service provided in the administration of your appeal.  Examples are allegations of rudeness or unsatisfactory service.

Complaints can be made by parties to the appeal or their representatives.

Please note that the Tribunal cannot consider complaints about other organisations such as local authorities or enforcement contractors.

Please note that if your complaint is about a decision this cannot be dealt with through the complaint’s procedure, the adjudicator’s decision is final.  There is no automatic right of appeal.  In certain limited circumstances you may apply for the decision to be reviewed by a Traffic Penalty Tribunal adjudicator.  These limited circumstances and the procedure for requesting a Review are set out in full within the documentation which is issued to appellants with each adjudicator decision.

The Tribunal will not tolerate the use of offensive, abusive or defamatory language in any form (verbal or written) directed towards any member of staff, Adjudicator, representative of the Tribunal, or other party to an appeal; the exception to this is where it forms part of the evidence for an appeal.

 

How to complain

1. Complaints about standards of service/members of staff (not about the conduct of an Adjudicator – see below)You can tell us about a complaint in writing, email or by telephone. In doing so, you need to outline the circumstances surrounding your complaint in order that we may investigate it fully.  In some cases the complaint may be dealt with verbally.It would be helpful if you complained as soon as possible after the alleged incident.

Appeals Manager

Traffic Penalty Tribunal

Springfield House

Water Lane

Wilmslow

SK9 5BG

0800 160 1999*

*Please note that all calls are recorded for quality and training purposes

complaints@trafficpenaltytribunal.gov.uk

 

How the procedure works

It is possible that the member of staff you are dealing with can sometimes resolve your complaint informally and quickly.  However, if you prefer or are still not satisfied, you can contact the Appeals Manager.

The Appeals Manager will arrange for your complaint to be investigated and a reply issued.  If you are dissatisfied with the reply you can contact the Appeals Manager and he/she will refer your case to the Central Services Manager who will arrange for your complaint to be reviewed and a further reply issued.

In all cases your complaint will be:

  • Acknowledged within 5 working days
  • Investigated thoroughly
  • Treated confidentially
  • Replied to within 20 working days.  If an unavoidable delay occurs we will let you know the reason why and advise when a final reply might be expected.

 

Dissatisfaction with reply

If you are not satisfied with replies you have received from the Appeals Manager and Central Services Manager you can write to:

Director

Traffic Penalty Tribunal

Springfield House

Water Lane

Wilmslow

SK9 5BG

 

If you have received a reply from the Director and you are still not satisfied, you will be advised of where to contact next.  This will vary according to the nature of the complaint.

2. Complaints about the conduct of an AdjudicatorPlease note that this does not relate to the decision in your case (see above).  Complaints about the conduct of an Adjudicator must be in writing and addressed to the Chief Adjudicator.

The Chief Adjudicator

Traffic Penalty Tribunal

Springfield House

Water Lane

Wilmslow

SK9 5BG

complaints@trafficpenaltytribunal.gov.uk

How the procedure works

Your complaint will be considered by the Chief Adjudicator

In all cases your complaint will be:

  • Acknowledged within 5 working days
  • Investigated thoroughly
  • Treated confidentially
  • Replied to within a reasonable length of time.  If an unavoidable delay occurs we will let you know the reason why and advise when a final reply might be expected.

 

Conclusion

By examining your comments and complaints, we will be able to identify and address any shortcomings in our procedures in order to promote continuous improvement.