Successful complaints about private parking tickets - how to get them cancelled!

MoreInCommon

Hi,
Just a question about complaints to owners.  If the advice for appeals to PPCs is to not name driver and appeal as the registered keeper, is the same the case for complaints to landowners?  Should we say "the driver was a genuine customer....", rather than giving personal details?
Thank you.

Umkomaas

MoreInCommon said:

Hi,
Just a question about complaints to owners.  If the advice for appeals to PPCs is to not name driver and appeal as the registered keeper, is the same the case for complaints to landowners?  Should we say "the driver was a genuine customer....", rather than giving personal details?
Thank you.

You don't want it to sound wooden or give the impression that you're hiding something by using terms the landowner might not expect like 'registered keeper' - not in their day-to-day business vocabulary. The advice not to identify the driver is primarily in the context of dealing directly with the parking firm. 

You could simply say 'we were genuine customers'. The Royal 'we', has the effect of not identifying the driver. 

MoreInCommon

Umkomaas said:

MoreInCommon said:

Hi,
Just a question about complaints to owners.  If the advice for appeals to PPCs is to not name driver and appeal as the registered keeper, is the same the case for complaints to landowners?  Should we say "the driver was a genuine customer....", rather than giving personal details?
Thank you.

You don't want it to sound wooden or give the impression that you're hiding something by using terms the landowner might not expect like 'registered keeper' - not in their day-to-day business vocabulary. The advice not to identify the driver is primarily in the context of dealing directly with the parking firm. 

You could simply say 'we were genuine customers'. The Royal 'we', has the effect of not identifying the driver. 

Many thanks, that's helpful.  If I get any success I will post with further information.

piggypower

Tried complaining to the manager of Chieveley Moto Services.. the land of which CP PLus/Nexus are operating ...

Having an horrendous time trying to get in contact with the manager. First call;
Manager isnt here, email this email. 
No reply to email. 
Second email. No reply. 
Called again. No answer. Left message. 
Called again, no answer, left message. 
(This spans 2 weeks)
called again, got the "duty manager" who cannot divulge shift patterns and therefore cannot tell me when the manager will be in. 
Claims there is absolutely nothing they can do about my situation as there are contracts in place. 
I firmly disagreed but to no avail. 
He said he will "check the emails" and respond appropriately. 
No response from my emails 4 days on. 

It seems MOTO are just as bad at running a decent service as CP PLus/Nexus are. 

emcwill

I have brow beaten the despicable Parking Control Management into cancelling two of their obscene, discriminatory and defective charges of £100 each.

Basically, the reg of our other vehicle rather than the one parked was entered by someone whose working memory is impacted by a condition they live with, on 2 consecutive days. In my initial naivety, I appealed (as Keeper) to PCM, assuming they would cancel them. They didn’t. I wrote again (via their paymypcn site) sending receipts. They doubled down on one PCN, went to £20 for 14 days only on the other (which I refused to pay) and said they wouldn’t communicate further on this and if I didn’t pay they would engage a debt collection agency, proceed to court, yada yada. By this point I had read A LOT on here and had become much more knowledgeable. I phoned the National Watersports Centre (NWSC) at Holme Pierrepont where it happened, who said they couldn’t do anything because I had appealed to PCM and had I contacted them in the first place they could have done (always employ Plan A folks!). I complained to the DVLA (need to escalate that one now they have sent stage 1 computer-says-no response); and to Disabled Motoring UK, whose logo PCM plaster on their stationery and website in a real kick in the teeth. (I need to email their CEO after they are not really taking me seriously when I say it is despicable that they would consider letting PCM join their corporate membership scheme given how they have treated us!)

I wrote to PCM again via the appeals button on their paymypcn platform (this was around 3 weeks ago) and really went for it in details as to why it was a waste of their time pursuing this. I pointed out the land was owned by Notts County Council and hence subject to byelaws and therefore under statutory control and not relevant land as defined by PoFA Schedule 4, paragraph 3(1)(c). I further pointed out they were breaching 8.1.1.(d) of the PPSCoP and that it was a waste of their time employing a debt collection agency as I knew they were ‘strangers to the debt’ and had no legal powers to enter my home or seize property so this didn’t frighten me. I then spelled out that if they wished to waste all of our time at court, they are welcome to do so but would not succeed due to their defective PCN.

I wrote to the NWSC further to my phone call to make an official complaint and was told (after a delay) they could do nothing and I had to communicate with PCM. I replied to them yesterday, explained I couldn’t communicate with PCM who had stopped replying, spelled out how despicable PCM had been in ignoring the Equality Act 2010 and demanded to see the wording of their contract with PCM. I then get a reply from a lovely woman there today who had actually been talking to PCM to try to get them cancelled and PCM had replied that they had cancelled them a couple of weeks ago! They didn’t bother telling me! I have suggested the NWSC consider PCM’s ablist behaviour when the contract is up for renewal and suggest pay-on-exit machines linked to ANPR on arrival are the way forward to take the stress and guesswork out of parking. With those in place, it would alert drivers who input the wrong reg as to the error and stop people who fully intend to be compliant simply underestimating how long they need.

I feel I’ve learned so much from this forum and really enjoy lurking and reading people’s threads on here and cheering them over to victory over these racketeers! Posting this here to encourage people to always try Plan A, as the NWSC were helpful when pushed and could have saved me a lot of time and hassle had I contacted them first off!

gompertz

Broken link - the link to the COMPLAINT TEMPLATE in post 3 is broken.

Umkomaas

gompertz said:

Broken link - the link to the COMPLAINT TEMPLATE in post 3 is broken.

Is that the link to a PePiPoo forum page?  PePiPoo ’died’ a few years back, now replaced by FTLA (but no carryover of threads/posts). I’m sure @Coupon-mad will do the necessary housekeeping when she next updates post 3. 

Le_Kirk

gompertz said:

Broken link - the link to the COMPLAINT TEMPLATE in post 3 is broken.

If iot is the old Pepipoo forum you wanted (as suggested by @Umkomaas) use: -
If not, show us the broken link.

Council

https://www.ftla.uk/civil-penalty-charge-notices-(councils-tfl-and-so-on)/

Police

https://www.ftla.uk/speeding-and-other-criminal-offences/

Private

https://www.ftla.uk/private-parking-tickets/

Coupon-mad

A post to explain why a memorable, angry complaint to a landowner or retailer is never wasted even if the PCN isn't cancelled (obviously it'll never be paid anyway!):

https://forums.moneysavingexpert.com/discussion/6623315/i-have-2-double-dipping-pcns-im-also-vulnerable-person-can-any-organisation-help/p7

Not to suggest that people should get that angry with the first complaint. That should be more polite and clearly instructing them to please step in and get a PCN cancelled.

However, if fobbed off (and if you are SURE they signed the PPC contract) try the above style complaint to make them reconsider the entire parking contract on renewal.

MachaKing

Successful Plan A - PCN issued by Civil Enforcement Ltd to keeper at Horfield Leisure Centre cancelled.

• Requested (via Everyone Active's feedback form) the PCN be cancelled as the driver was a genuine user of the facilities. Request was responded to by Charlie Dixon with refusal to cancel and directing me to appeal to CEL.
• Wrote back, provided screenshots of bookings - Charlie Dixon responded with refusal to cancel and directing me to appeal directly to CEL.
• Wrote back, requesting they reconsider - Charlie Dixon responded with refusal to cancel and stating this would be their final response on the matter.
• Wrote to managing director of Everyone Active, David Bibby - no reply.
• Wrote a 1-start review on Trustpilot. Response on Trustpilot requesting I get in touch using their enquiries form to discuss further.
  
• Submitted complaint via Everyone Active's enquiries form. Helpful person responded: Daisy Hardy, provided the following information: "Horfield Leisure Centre is not the landowner; car park is fully managed and enforced by CEL, and therefore while they can provide guidance and support, they do not have authority to cancel PCNs. We have since contacted Civil Enforcement Ltd on your behalf, and they have kindly agreed to cancel your Parking Charge Notice."

https://forums.moneysavingexpert.com/discussion/comment/81670652