CP Plus ignored appeal (no correspondence) and upped fine

Coupon-mad

cosslog10 said:

Still no response from GroupNexus. Moto only saying they can pass on the complaint but they can't assist in the matter.

Even though they used to cancel lots.  Smacks of them being warned off by their agent. Appalling.

B789

Who are you complaining to at Moto? A customer service bod or further up the food chain? If so, how far up?

cosslog10

B789 said:

Who are you complaining to at Moto? A customer service bod or further up the food chain? If so, how far up?

I used the contact form on the website, so yes, I reckon a customer service bod. I had an email asking for feedback on the correspondence - after completion it said they'd be in touch to try to improve the response.

cosslog10

Today I have received a DCBL notice of debt collection. No response from  GroupNexus since I complained with the pcn number and reg number.

Coupon-mad

How long does their complaints policy say they will take to respond to complaints?

cosslog10

Coupon-mad said:

How long does their complaints policy say they will take to respond to complaints?

It says acknowledgement within 5 days, full response 20 working days - I didn't have the PCN/reg in the first complaint when they asked me to "resend" email - that took them 10days to ask for the ref numbers. I'm wondering if the auto-reply is the acknowledgement? I checked my calendar and think 20days from initial complaint was either yesterday or could be Monday. The auto-reply states "If your email is an appeal, please note that whilst we aim to deal with all correspondence as soon as possible, it may take up to 35 days for a formal response. If your appeal is unresolved, further action on your Parking Charge has been put on hold. "

So, even though I've complained, if they view it as an appeal I guess it could take longer, but then the original appeal was at the end of June so either way its a stretch. I have emailed my MP the latest letter as all quiet there too.

Le_Kirk

• appeals/dissatisfaction relating to the issuance of a Parking Charge Notice (these will be passed to our appeals department for a response if not previously actioned, unless the appeal falls outside of the permitted timeline for an appeal)

Looks like they use the above to wheedle out of a complaint and call it an appeal.  They are a PPC what else would one be complaining about but a PCN?  I think another stern communication stating that it is NOT an appeal but a complaint about their process which needs answering according to their complaints policy.

Coupon-mad

20 working days is over a month.

cosslog10

Coupon-mad said:

20 working days is over a month.

17th July is week 29, so week 33 is 14th August.

Le_Kirk said:

• appeals/dissatisfaction relating to the issuance of a Parking Charge Notice (these will be passed to our appeals department for a response if not previously actioned, unless the appeal falls outside of the permitted timeline for an appeal)

Looks like they use the above to wheedle out of a complaint and call it an appeal.  They are a PPC what else would one be complaining about but a PCN?  I think another stern communication stating that it is NOT an appeal but a complaint about their process which needs answering according to their complaints policy.

I have sent another complaint that they didn't acknowledge the "resent" mail on the 27th of July.

cosslog10

Do I email/whatsapp the dcbl stating that group nexus have had a complaint and unanswered appeal?o