PPC notice for a overstay at a Waitrose car park

defaultrm

Dear MSEs,
My wife parked our car at a local Waitrose car park for 123 minutes at the end of last month. As a regular customer, she always thought the parking limit was 2 hours without noticing the Waitrose car park changed it to 90 mins at some point. She probably can’t find the receipt for the shopping she did on the day but the payment can be found on my credit card statement (she used my card to do the shopping).

My question is, is it possible to write an email to Waitrose MD to cancel this PPC notice? If yes, is there any template that I can use?

Many thanks in advance.

Boat_to_Bolivia

 Plan A return to the store armed with receipts/bank statements/loyalty card etc and politely demand they get this speculative invoice cancelled.

Don't be fobbed off they can do this.

No template required.

Bookends

If customer service can't, or won't, instruct their parking  rats to cancel an even firmer word in the ear of the chief executive normally brings results.

I understand the current incumbent is 

james.bailey at johnlewis.co.uk

Fruitcake

Check with the local council planning department to see what the original planning order said about permitted parking time. It is not unheard of for unregulated private parking companies to arbitrarily reduce the permitted time from what was originally granted purely to generate more income.
If this has happened, the CEO of John Lewis might be interested in knowing that a reduced time to spend money in their stores has been thrust upon their customers, reducing their company's income and share value, and penalising genuine shoppers in the process.

The council might also be interested to know this, especially if new signs have been erected without first obtaining advertising consent, which is a criminal offence.

defaultrm

Thanks for all your suggestions! Unfortunately, the store manager didn't want to help "although you did spend money here but you over stayed and we have signs everywhere". Should I make complain to waitrose or to Britannia now?

ampersand

defaultrm -
That is a very poor and totally unacceptable response, also rare.
Perhaps you were dealt with by a bumptious day manager, possibly new in post?
Go in again, with your wife and firmly insist on speaking to the store manager, adding that you are copying their new CEO and Dame Sharon White into this matter:
https://www.theretailbulletin.com/department-stores/john-lewis-and-waitrose-appoints-nick-kankiwala-as-first-group-ceo-15-03-2023/#:~:text=by Natalie Fresen-,Nish Kankiwala has been appointed as the Chief Executive for,executive director since April 2021.
#

defaultrm

ampersand said:

defaultrm -
That is a very poor and totally unacceptable response, also rare.
Perhaps you were dealt with by a bumptious day manager, possibly new in post?
Go in again, with your wife and firmly insist on speaking to the store manager, adding that you are copying their new CEO and Dame Sharon White into this matter:
https://www.theretailbulletin.com/department-stores/john-lewis-and-waitrose-appoints-nick-kankiwala-as-first-group-ceo-15-03-2023/#:~:text=by Natalie Fresen-,Nish Kankiwala has been appointed as the Chief Executive for,executive director since April 2021.
#

Yes you're right she is the day manager as the beach manager wasn't in. Don't know if that's an excuse or not. 

ampersand

You are likely to see a different person.
#
Fwiw, in my main branch, about 15km away, staff record registration no.s for customers who think they'll be longer.

You must push firmly avec politesse :)on this one.

B789

Something along the lines of the following to the Waitrose CEO. This is the "nice" version. I can provide a "not-so-nice" version that mentions "monkeys and organ grinders". Adjust as necessary depending on whether your encounter with the day manager was face-to-face or by correspondence:

Subject: Complaint Regarding Day-Manager's Ignorance and Failure to Address Unfair PCN Issued by Britannia Parking

Dear [Waitrose CEO's Name],

I am writing to express my deep disappointment and frustration with a recent [type of encounter] I had with a day manager at [Waitrose branches]. As a dedicated customer, I hold Waitrose in high regard, but the incident I experienced has compelled me to bring a matter of concern to your attention.

On [date], I reached out to the day manager [type of encounter] to seek assistance regarding an unjust Parking Charge Notice (PCN) issued by Britannia Parking, an unregulated private parking company contracted by Waitrose. Unfortunately, the day manager displayed a dismissive attitude and failed to address the gravity of the situation, disregarding Waitrose's joint liability for the actions of their contracted agents.

Despite Waitrose's commitment to exceptional customer service, the day manager demonstrated a disappointing lack of knowledge and understanding of the joint responsibility Waitrose bears for the actions of Britannia Parking. The response not only left me frustrated but also raised concerns about the professionalism exhibited by your staff in addressing customer issues related to unfair PCNs issued by contracted parties.

As a valued customer, it is disheartening to encounter a day manager who fails to appreciate the significance of addressing issues caused by unregulated private parking companies. Waitrose holds joint liability for the actions of Britannia Parking, and it is imperative for your day managers to be well-versed in handling such matters and supporting customers throughout the dispute process, should it escalate to the court.

I kindly request that you address the following concerns:

1. Training and Awareness: Provide comprehensive training to the day manager regarding the joint liability Waitrose bears for the actions of contracted parking companies. They should possess a thorough understanding of the dispute process and be able to guide customers effectively when they encounter unfair PCNs issued by such entities.

2. Customer Service Excellence: Emphasize the importance of exceptional customer service, particularly when customers seek assistance with unfair PCNs issued by contracted parking companies. Day managers should display a proactive approach, offering guidance and support to customers throughout the dispute process, ensuring a positive customer experience.

By addressing these concerns, Waitrose can demonstrate its commitment to customer satisfaction and uphold its joint responsibility for the actions of contracted agents, particularly in cases involving unfair PCNs.

I kindly request your prompt attention to this matter and that you take appropriate measures to rectify the situation. Furthermore, I would appreciate receiving a response regarding the actions taken to prevent similar dismissive responses and to ensure customers receive the necessary support and guidance when disputing unfair PCNs.

Thank you for your attention to this matter. I remain a dedicated customer of Waitrose and hope that my feedback will contribute to enhancing the overall customer experience and the fair resolution of issues related to unfair PCNs.

Yours sincerely,

[Your Name]

defaultrm

B789 said:

Something along the lines of the following to the Waitrose CEO. This is the "nice" version. I can provide a "not-so-nice" version that mentions "monkeys and organ grinders". Adjust as necessary depending on whether your encounter with the day manager was face-to-face or by correspondence:

Subject: Complaint Regarding Day-Manager's Ignorance and Failure to Address Unfair PCN Issued by Britannia Parking

Dear [Waitrose CEO's Name],

I am writing to express my deep disappointment and frustration with a recent [type of encounter] I had with a day manager at [Waitrose branches]. As a dedicated customer, I hold Waitrose in high regard, but the incident I experienced has compelled me to bring a matter of concern to your attention.

On [date], I reached out to the day manager [type of encounter] to seek assistance regarding an unjust Parking Charge Notice (PCN) issued by Britannia Parking, an unregulated private parking company contracted by Waitrose. Unfortunately, the day manager displayed a dismissive attitude and failed to address the gravity of the situation, disregarding Waitrose's joint liability for the actions of their contracted agents.

Despite Waitrose's commitment to exceptional customer service, the day manager demonstrated a disappointing lack of knowledge and understanding of the joint responsibility Waitrose bears for the actions of Britannia Parking. The response not only left me frustrated but also raised concerns about the professionalism exhibited by your staff in addressing customer issues related to unfair PCNs issued by contracted parties.

As a valued customer, it is disheartening to encounter a day manager who fails to appreciate the significance of addressing issues caused by unregulated private parking companies. Waitrose holds joint liability for the actions of Britannia Parking, and it is imperative for your day managers to be well-versed in handling such matters and supporting customers throughout the dispute process, should it escalate to the court.

I kindly request that you address the following concerns:

1. Training and Awareness: Provide comprehensive training to the day manager regarding the joint liability Waitrose bears for the actions of contracted parking companies. They should possess a thorough understanding of the dispute process and be able to guide customers effectively when they encounter unfair PCNs issued by such entities.

2. Customer Service Excellence: Emphasize the importance of exceptional customer service, particularly when customers seek assistance with unfair PCNs issued by contracted parking companies. Day managers should display a proactive approach, offering guidance and support to customers throughout the dispute process, ensuring a positive customer experience.

By addressing these concerns, Waitrose can demonstrate its commitment to customer satisfaction and uphold its joint responsibility for the actions of contracted agents, particularly in cases involving unfair PCNs.

I kindly request your prompt attention to this matter and that you take appropriate measures to rectify the situation. Furthermore, I would appreciate receiving a response regarding the actions taken to prevent similar dismissive responses and to ensure customers receive the necessary support and guidance when disputing unfair PCNs.

Thank you for your attention to this matter. I remain a dedicated customer of Waitrose and hope that my feedback will contribute to enhancing the overall customer experience and the fair resolution of issues related to unfair PCNs.

Yours sincerely,

[Your Name]

Thanks so much! Will try it

Le_Kirk

On [date], I reached out to contacted by phone/e-mail/in person the day manager [type of encounter] to seek assistance regarding an unjust Parking Charge Notice (PCN) issued by Britannia Parking, 

No need to use that horrible phrase!