Meteor Penalty Charge Appeal Dorking Station

yotmon

By law we are also required to inform you that Ombudsman Services (https://www.ombudsmanservices.org/)
provides an alternative dispute resolution service that would be competent to deal with your appeal. However, we have not chosen to participate in their alternative dispute resolution service.

Is it 'by law' that they have to inform you of the drs but not 'by law' that they have to participate ? a bit confusing.....

robonn

Hi guys, to clarify the incorrect process - as per the OP, they replied incorrectly to my appeal email.

The BPA rep said:

Following my earlier email this morning I have just been advised by the parking operator that as suspected, the Customer Service Agent mistakenly read the date as January and not October on the original appeal which was submitted within the required period.

Due to this error in processing, they have now cancelled the notice, advising they have emailed you to advise you directly of this and to apologise for the error. I can confirm no further action will be required by you in relation to the charge.

And then an email from Vinci / Meteor (now Indigo):

We have received the notification of your complaint to the BPA referenced above.

I have investigated the details surrounding the complaint and have found that your appeal was not actioned correctly by our Customer Service Agent reading your email. They mistakenly read the date of the notice incorrectly and failed to respond appropriately as a result.

I apologise for this mistake and I can confirm that the notice has been cancelled because we failed follow due process in handling your appeal.

This matter is now closed and you need take no further action in relation to this matter.

Once again may I apologise that you have not received the level of service we aim to provide.

All's well that ends well! Thanks for all your input.

yotmon

Well done !

JimmyTheWig

robonn wrote: »

Once again may I apologise that you have not received the level of service we aim to provide.

They're apologising to you that they got it wrong and had to cancel the ticket?!

ManxRed

Ha ha. The next time we try and fleece you out of money you don't legally owe us, we'll do it with the highest standards of customer service that we possibly can.