PCN-from UKCPS LTD (kfc car park)

ABx91

do I try to complain using the standard kfc complaint procedure or go straight over their head to the CEO

Umkomaas

Use both. Why not?

Le_Kirk

OP, have you written to KFC yet?  I found this for Tony Lowings CEO of KFC: -
tony.lowings@yum.com

ABx91

I found this template which I've changed to suit my circumstances..... any advice?

Dear sir or madam,

I wish to lodge an official complaint to you because the actions of your car park agent (UKCPS LTD) are unlawful in terms of disability discrimination against my partner and I in the car park at KFC, xxx, xxx, xxx.

The situation is that my car was issued with a Parking Charge Notice (UKCPS LTD ref: xxxxxxxx) for allegedly 'overstaying' an arbitrary time limit imposed as a fixed amount of time for parking. On the said day (xx.xx.xxxx) I took my partner (who has learning difficulties and severe social anxiety) out for some lunch at your KFC xxxxxxxx establishment, upon arrival my partner started to get worked up due to her social anxiety and so I didn't notice any signs that stated it was a 75 minuites maximum stay due to attending to my partner while concentrating on driving, I therefore spent 45 minutes attending and calming my partner down before she worked up the courage to leave the car and enter your establishment, we then purchased meals, dined in and left which I'd like to add we've loved KFC chicken for many many years.

The position now is that I have appealed in good faith but UKCPS have, so far, pursued this charge in utter ignorance and contempt of the Equality Act 2010, it seems. This is despite having full knowledge of my Partners disability and myself being her carer. This treatment is illegal and constitutes indirect disability discrimination, as you will find when you consider your duties as explained in the EHRC Code of Practice. I draw your specific attention to your statutory duty in the Code, to avoid 'indirect discrimination' by applying a blanket term or policy (such as a time limit with no flexibility for disabled people).

I require the ticket to be cancelled immediately and wish to hear what steps you will take to ensure no other disabled people are treated this way in this customer car park, in future, just for taking some minutes longer than able-bodied people to go about their daily lives. I am very upset about this entire episode and my family and friends are all horrified that a well known resturant chain can allow UKCPS LTD to harass disabled customers in search of profit.

I think both myself and my partner deserve an apology, and I would sincerely hope that you will treat this matter with the utmost urgency and importance.

yours

Mr xxx

Fruitcake

I would delete, "it seems" at the beginning of the third paragraph.

I would add something to explain that even if a business didn't know a person has protected characteristics/is disabled (or any other expression you think fits the best) in accordance with the EA 2010 and EHRC CoP, they should have something in place to cater for this. 

Not knowing a person might need extra time is not an excuse. Allowing people with disabilities etcetera extra time should be built in to the company's business model. Signs appropriately placed in the car park, at the cafe entrance, near the menus and or tills, in the toilets etcetera, and cashiers telling customers they can get a vehicle reg added to a list to allow extended time are all things that should already be in place. 
Once a company, in this case a KFC sub-contractor/agent, has been made aware of an EA/EHRC issue, they should take action, in this case cancel the charge.

Since KFC are the principle in this instance and are therefore responsible for the actions of their contractors, they should instruct the scammers to cancel. 

You don't need to put everything I said in your complaint, which incidentally I think is a very good first attempt, so pick out the bits that fit the best whilst getting the message across that KFC are responsible, you expect them to cancel, and their cafes should have something in place to prevent this happening again lest they find themselves in court.

Le_Kirk

we then purchased meals, dined in and left which I'd like to add we've loved KFC chicken for many many years.

Just modify to the following: -

we then purchased meals, dined in and left and I'd like to add that we've loved KFC chicken food for many many years.

Try this: -

I think both myself and my partner deserve an apology along with the cancellation of the PCN, following which we will reconsider our decision not to use KFC again. I would sincerely hope that you will treat this matter with the utmost urgency and importance.

ABx91

I tried the standard complaints procedure first... their responce was....
Hi Mr xxx,

Thanks for getting in touch about your parking ticket. I’m really sorry you ended up getting a ticket when you were our guest.

I’m afraid, though, this car park is controlled by a third party parking company. I know they’ve put controls in place to try to stop people who aren’t guests at the restaurant parking there and taking spaces meant for customers, but I’m sorry you’ve had a penalty charge.

However, as you’re one of our customers, if you could let me have a few details, I’ll see if I can assist you further:

• the PCN number of the ticket and its time and date

• which restaurant you were parked at

• the number of your KFC till receipt and when the time on it

• confirm that you have appealed

Unfortunately there’s no guarantee they’ll be able to waive your ticket and if you’ve already paid the ticket, we can’t get the company to cancel it.

Let us know and we’ll certainly try our best for you.

With all best wishes,

xxxxxxx
Senior Case Handler
KFC Care Squad

Redx

its a PARKING charge , not a PENALTY charge

if its not their car park (which does not surprise me) , then you complain to the third party, once they tell you who that is

ABx91

wouldn't the third party parking company be "UKCPS LTD" who I have already appealed with which they rejected ?

Ralph-y

nope ..... appeal to a third party landowner ....

"UKCPS LTD are a scamming PPC

Ralph