Free Traffic Legal Advice

Subject: Formal Complaint – Private Parking Solutions Ltd (PPS) – Failure to Respond to Appeal and Inaccessibility of Website and Complaints Procedure

Dear Sir/Madam,

I am writing to raise a formal complaint against your approved operator member, Private Parking Solutions Ltd (PPS).

I received a Notice to Keeper from PPS dated 28 January 2025, requesting payment of £60. In accordance with the instructions provided on their website at the time (https://www.privateparkingsolutions.com/), I downloaded their PDF appeals form and submitted a completed copy by email to appeals@privateparkingsolutions.co.uk on 8 February 2025.

Since submitting my appeal, I have not received any communication whatsoever from PPS regarding a rejection or outcome. The only correspondence I have received from them to date are the two Notices to Keeper, the second of which now demands £100.

PPS has not acknowledged my appeal, and I have been given no opportunity to escalate the matter internally through a complaints process. Their website has now been entirely inaccessible for at least 48 hours, and the link listed in the BPA’s own public register of operators for their complaints procedure is currently non-functional.

This renders it impossible for any motorist to submit or exhaust a formal complaint, contrary to the standards set out in the Private Parking Single Code of Practice, which mandates that members must have an accessible and responsive complaints procedure. It is fundamentally unfair and unreasonable for a BPA member to be uncontactable, especially where the failure lies with their systems, not the motorist.

Further, while I have recently become aware of a separate website (https://ppsappeals.co.uk), PPS's original website — which was working at the time of my appeal — made no reference to this portal. I followed the only process made available to me at the time. Even now, searching Google for "Private Parking Solutions PCN appeal" does not return this appeals portal; instead, it leads only to their non-functioning website.

For reference, I provide archived copies of their website as it appeared at the time I submitted my appeal:

• Homepage (as of 12 December 2024): https://web.archive.org/web/20241212162014/http://privateparkingsolutions.com/index.html
• Appeals Page (as of 14 August 2024): https://web.archive.org/web/20240814144752/http://privateparkingsolutions.com/appeal.html

The archived appeals page clearly instructs motorists to download the appeal form and submit it via email or post, which I did in good faith.

Given the above, I respectfully but firmly request that the BPA:

• Takes immediate action to instruct PPS to respond to my appeal without further delay;
• Freezes the charge amount pending resolution of the outstanding appeal;
• Investigates PPS's apparent breach of the Code of Practice in failing to maintain working communications and a functioning complaints procedure;
• Ensures that PPS's listed contact methods on the BPA register are accurate and operational.

This situation is wholly unsatisfactory and a source of considerable frustration. PPS’s continued non-responsiveness and inaccessibility places the motorist at an unfair disadvantage. I expect the BPA to uphold its duty of oversight in this matter.

I have attached:

• Both Notices to Keeper received;
• My email containing the completed appeal;
• Screenshots of the non-functional website and the PPS appeals portal;
• Screenshots of search results showing no visible access to the portal;
• Archived links evidencing the original website’s content.

I look forward to your prompt response and action.

Yours faithfully,

[Your Full Name]
[Your Address]
[Your Contact Details]
[Vehicle Registration Number]
[PCN Reference Number]