JustPark Complaints Policy
1. Purpose
JustPark takes complaints seriously. This policy explains what counts as a complaint, how to raise one, and what you can expect from us when you do. We are not a regulated financial services business and there is no statutory ombudsman for parking platforms. What we offer is a straightforward, human process — handled by the Customer Experience team, with senior oversight available where needed.
2. What Counts as a Complaint
A complaint is a formal expression of dissatisfaction with JustPark, its platform, or the way a situation has been handled — where you feel something has gone wrong and want us to look into it and respond formally.
Complaints must follow a support interaction. If you have not already raised your issue through our support team and received a response, please do that first. Where a complaint is received with no prior support request, we will not treat it as a formal complaint. Instead, we will direct you to our support team to raise the issue there first. Once you have received a response and remain dissatisfied, you are welcome to return and raise a formal complaint.
If you need a refund, have a question about a booking, or need help with a technical issue, please visit our help centre and raise your issue there.
3. How to Raise a Complaint
Once you have received a response from our support team and remain dissatisfied, you can raise a formal complaint by emailing feedback@justpark.com. Please include your name and account email address, the support ticket ID from your original interaction, a description of the outcome you received and why you feel it was wrong, and what resolution you are looking for.
4. What Happens Next
We will investigate your complaint and aim to provide a full response within 10 business days. Our response will set out what we found, what we have decided, and the reasons for that decision. If we do not hear back from you within 5 business days of sending our decision, the complaint will be considered resolved and closed.
5. Escalation
If you remain dissatisfied with our decision, you may request an escalation to a senior manager within the Customer Experience team. To do this, email feedback@justpark.com referencing your original complaint ticket ID and explaining clearly what you feel we have got wrong or missed. A senior manager will review your case and provide a final response. This is JustPark's final internal position.
6. Alternative Dispute Resolution
Alternative Dispute Resolution (ADR) is a way of resolving some consumer disputes through an independent third party without going to court. JustPark is not required to participate in an ADR scheme for general consumer complaints and does not currently subscribe to or participate in one. If you remain dissatisfied after receiving our final response, this does not affect any other rights or remedies available to you, including your right to seek independent advice or pursue a claim through the courts.
If you paid by credit card, you may also have rights under Section 75 of the Consumer Credit Act 1974 where the relevant cash price is more than £100 and no more than £30,000, subject to the requirements of that legislation. You should contact your card provider for further information.
7. Our Commitments
When handling your complaint, we will treat you fairly and without prejudice to any future bookings or account standing, investigate genuinely rather than simply defend a previous decision, be clear about our reasoning even where we cannot resolve the complaint in your favour, and keep your complaint confidential, handled only by those who need to be involved.
8. About JustPark
JustPark is a trading name of JustPark Parking Ltd, a company registered in England and Wales. Company number: 05956777. VAT number: GB 929361208. Registered address: Building B4, 2 Pancras Square, London, N1C 4AG.
9. Contact
Complaints: feedback@justpark.com
Support: support-uk.justpark.com