PPC notice for a overstay at a Waitrose car park

B789

I agree, which is why I started the post with the following: “Something along the lines of the following…”. Perhaps a more obvious disclaimer is required.   

Fruitcake

Did you check with the local planning department as I suggested? It is quite possible that the CEO is not aware that shoppers are being given less time to spend money in Waitrose stores before they are penalised.

Use all the ammo with which you have been provided on this forum.

Do complain to your MP as well, especially if the original planning consent order has been breached.

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 to everyone here, and huge thanks to you especially! I got the reply from the CEO's PA and the ticket has been kindly cancelled. They also spoke with the branch management team about my complaint who have assured that they will follow this up with the appropriate partners about how best to deal with cases such as this one going forward.