Customer charter

We're committed to offering the best possible service to our customers. The following are our commitments.

To be helpful

• Our civil enforcement officers (CEOs) will give advice on parking provision, and how to park safely and within any applicable parking restrictions
• All parking staff will address customers with respect and courtesy at all times, and will expect to be treated by them in the same way

To be fair

• We'll enforce the parking restrictions in a consistent and fair manner, and will encourage considerate parking
• We'll use photographs of all parking offences to ensure that penalty charge notices (PCNs) have been correctly issued by our CEOs, and to assist in subsequent challenges
• We aim to monitor and arrange to replace any incorrect signs or lines on the road or in car parks to avoid confusing drivers

To provide an excellent service

• We'll fully investigate and consider all correspondence regarding a PCN issue
• We'll reply clearly and provide full information on how and why we have reached a decision
• We'll reply to all correspondence within ten working days of receipt
• We aim to improve online access to the parking services for customers
• We'll promote safe and considerate parking through the provision of information on our website and through the media