The BPA Don't Read Emails

trisontana

About a week ago I emailed the BPA via their "Feedback on a BPA member" link. I was making a general complaint about one of their members regarding the signs in supermarket car-parks managed by that company. I wanted to complain about the words "Civil Penalty Charge" on the signs, pointing out that the use of the word "penalty" breaches the BPA code of practice.

I received a reply today and it's evident that they did not read my email (even though it's attached to their reply). Instead they have sent me a generic email which talks about a "parking incident" and which contains this sentence :- To do this I would need to be provided with some items of information including the incident number which should be in the receipt for payment or on the Parking Charge Notice, and copies of any correspondence which may have been exchanged.

If they had read my email they would have seen I wasn't complaining about a specific parking ticket, but I was a making a general complaint about one of its members. I have now emailed them again pointing this out. Let's hope they get the message this time!

taffy056

They are as useless as the PPCs themselves, I would go to trading standards instead if I saw any of these signs.

Coblcris

It sounds to me that they may be seeking the same goal as a PPC 'appeal' does - to get the driver to identify themselves.
I would guess that they would then forward your compliant e-mail to the PPC so that they could 'investigate'.

Most improper.

trisontana

Coblcris wrote: »

It sounds to me that they may be seeking the same goal as a PPC 'appeal' does - to get the driver to identify themselves.
I would guess that they would then forward your compliant e-mail to the PPC so that they could 'investigate'.

Most improper.

That won't get them anywhere. I don't have a PPC "ticket", I am just complaining about their signs.

Coblcris

Indeed. I was merely giving my observation of what I expect the process to be.

Sirdan

trisontana wrote: »

About a week ago I emailed the BPA via their "Feedback on a BPA member" link. I was making a general complaint about one of their members regarding the signs in supermarket car-parks managed by that company. I wanted to complain about the words "Civil Penalty Charge" on the signs, pointing out that the use of the word "penalty" breaches the BPA code of practice.

I received a reply today and it's evident that they did not read my email (even though it's attached to their reply). Instead they have sent me a generic email which talks about a "parking incident" and which contains this sentence :- To do this I would need to be provided with some items of information including the incident number which should be in the receipt for payment or on the Parking Charge Notice, and copies of any correspondence which may have been exchanged.

If they had read my email they would have seen I wasn't complaining about a specific parking ticket, but I was a making a general complaint about one of its members. I have now emailed them again pointing this out. Let's hope they get the message this time!

They do read E-mails see below :-

"Dear Mr. xxxxxxxx,

Approved Operator Scheme BPA Ref – xx xxxxxxx

I write following our investigation into the complaint you raised with us concerning a parking incident that you experienced with one of our operators, APCOA, who is a Member of the Approved Operator Scheme and as such is expected to abide with the terms stated in our Code of Practice. This investigation has been concluded and I wanted to inform you of our findings.

Having considered the evidence that you supplied to us and reviewed submissions from APCOA, we believe that their signage was in breach of our Code of Practice for containing the word ‘penalty’ and appropriate disciplinary action has been taken in this regard.

APCOA have informed us that they had overlays covering this word on their signage as they were aware of the breach. However, they have stated that it is likely that these had been removed due to bad weather. They have now recovered this word on the signage and we have been provided with photographic evidence that this has been done. I have attached copies of these photos for your reference.

We have been informed that this is a temporary measure and that new signage is going to be introduced in the near future, which is fully compliant with our Code requirements.

Thank you for bringing this matter to our attention and endeavouring to assist us in our efforts to drive up standards in the parking industry.

We have designed a short survey to collect together your opinions on our complaints procedure and would be grateful if you could spare a few moments to give us your views on your experience. The survey is available by visiting on the following website address: http://www.surveymonkey.com/s/complaintsprocedure. Please be assured that any information given will be treated with the strictest confidence.

Yours sincerely


AOS Complaints Team

---

They have responded and the signs have been changed but the question remains why are one of their biggest members flagrantly breaching the codes ,they must know they are but expect to get away with it ..says it all really.
Also all that bull about the word penalty being covered but then it came off in bad weather so now they have re-covered it is just a load of lies ..it was never covered until now...

shammyjack

BPA = British Parasite Association !

Oopsadaisy

So....you complained and a firm took action.

Is that not what you wanted to happen??

Sirdan

Oopsadaisy wrote: »

So....you complained and a firm took action.

Is that not what you wanted to happen??

Of course ..satisfied with the result ..however that does not change the facts .

1) APCOA is one of (if not ) the biggest company to be a member of the BPA and AOS.

2) They placed numerous very prominent large signs which flagrantly breach the very Codes they agree to abide by as BPA / AOS members.

Applying the civil standard as per the small claims,
I submit on balance of probability that APCOA KNOW that they should not use the word "penalty " on their signs but they did it anyway ..as they don't expect ignorant Joe Public to check the BPA codes ..they just wish to misrepresent themselves as having some statutory authority in order to con people into paying up.

Speaks volumes of the whole Private Parking Industry if this is how a major company behaves !!

trisontana

After my second email, the BPA have now said they will be investigating my complaint against the parking company and supermarket. I have also written to both the PPC and supermarket telling them I was reporting them to the BPA. This was the reply from the PPC:-

Thank you for your email.

The issue regarding signage wording on both these sites has been highlighted in a UK wide signage replacement project currently in operation and they will be rectified soon. Whilst we agree that this does constitute a breach of the code of practice this does not prevent the issue of Parking Charge Notices for breaches of the advertised terms and conditions.

We will, of course, co-operate fully with the BPA in relation to your formal complaint when they raise the issue with us.

Yours sincerely

They have a very funny definition of the word "soon", as these signs have been like that for months.

As for the supermarket, apart from an automated "thank you", nothing as yet.

AlexisV

Press them on the fact they issue notices for breach of contract.