Smart Parking + Debt Recovery Plus

Coupon-mad

adslman said:

First email sent to the complaints@smartparking.com address and it was rejected on the grounds that it didn't fit in with their definition of a complaint!
It was obviously a scripted reply because completely ignored the simple fact that no PCN was ever received from them. 

They suggested I try info@smartparking.com so the email has been sent to them. 

Let's see if they go down the same route of ignoring some really basic information. 

OMG 'doesn't meet the definition of a complaint'! Show us that reply... all this will go to the BPA.

adslman

Coupon-mad said:

adslman said:

First email sent to the complaints@smartparking.com address and it was rejected on the grounds that it didn't fit in with their definition of a complaint!
It was obviously a scripted reply because completely ignored the simple fact that no PCN was ever received from them. 

They suggested I try info@smartparking.com so the email has been sent to them. 

Let's see if they go down the same route of ignoring some really basic information. 

OMG 'doesn't meet the definition of a complaint'! Show us that reply... all this will go to the BPA.

Good afternoon,

 

Thank you for your email.

 

Please be advised, this email address is for formal complaints only and therefore must fall in line with our complaints policy. As the content of your email does not constitute a complaint, we cannot assist you via this email address.

 

As per point 3 (Definition of a Complaint) of our complaints policy, it clearly advises “The complaints policy is not intended to be used as a method for motorists to appeal a Parking Charge Notice (PCN). Matters relating specifically to appeals must be made in writing as instructed on the notice itself. If a complaint is received that is considered to be or includes an appeal against the validity of an PCN, we will treat it as an appeal and advise the customer of this, unless we are informed that the customer does not wish it to be so handled. Our definition of a complaint is something about the quality of the service provided by an organisation, its processes and/or the behaviour of its staff. Our definition of an appeal – correspondence shared against the decision of an organisation – in this instance, the decision to issue a Parking Charge Notice – where a change to that decision is required.”

 

For any queries, please contact info@smartparking.com via email, who may be able to assist you further.

 

If you wish to appeal against your Parking Charge, then please follow the appeals process that is outlined on your Parking Charge Notice.

Kind regards, 

  

Smart Parking Limited 

Coupon-mad

Reply to this:

" If a complaint is received that is considered to be or includes an appeal against the validity of an PCN, we will treat it as an appeal and advise the customer of this, unless we are informed that the customer does not wish it to be so handled."

You want it treated as a complaint because it is too late to appeal (due to them going straight to a DRA letter) and you will be escalating it to the BPA.  Therefore this IS a valid complaint.  Smart must abide by the current BPA Code of Practice.

adslman

Coupon-mad said:

Reply to this:

" If a complaint is received that is considered to be or includes an appeal against the validity of an PCN, we will treat it as an appeal and advise the customer of this, unless we are informed that the customer does not wish it to be so handled."

You want it treated as a complaint because it is too late to appeal (due to them going straight to a DRA letter) and you will be escalating it to the BPA.  Therefore this IS a valid complaint.  Smart must abide by the current BPA Code of Practice.

Thanks for reply. 

I have sent an email to their complaints email again with the advice you have offered me included. 
In addition the email to the info@smartparking.com received an auto reply so I will update when I get a reply.

Thanks 

patient_dream

The Smart Parking reply is utter rubbish ...... A court Judge would not be impressed if it gets that far

adslman

Hi everyone 

After replying to this smart parking complaints department they accepted my case was genuine and agreed to look at it! They contacted me and cancelled the dept collector and reinstated the original pcn. They forwarded me the details and evidence for the reason of issuing the ticket in the first place and gave me 14 days to pay the original amount of £60.

We had no problem with this as a mistake was made and sadly you've got to hold your hands up and pay the penalty. 
So payment was made and that's the end of the matter. 

£60 is a lot better than £170 and I'd like to thank you all for your advice and help.

Cheers 

Coupon-mad

adslman said:

Hi everyone 

After replying to this smart parking complaints department they accepted my case was genuine and agreed to look at it! They contacted me and cancelled the dept collector and reinstated the original pcn. They forwarded me the details and evidence for the reason of issuing the ticket in the first place and gave me 14 days to pay the original amount of £60.

We had no problem with this as a mistake was made and sadly you've got to hold your hands up and pay the penalty. 
So payment was made and that's the end of the matter. 

£60 is a lot better than £170 and I'd like to thank you all for your advice and help.

Cheers 

Oh dear.

We would have given you an appeal whereby you would have paid nothing. 100% winnable.

Too late now, and sadly you have funded a scam.

adslman

Coupon-mad said:

adslman said:

Hi everyone 

After replying to this smart parking complaints department they accepted my case was genuine and agreed to look at it! They contacted me and cancelled the dept collector and reinstated the original pcn. They forwarded me the details and evidence for the reason of issuing the ticket in the first place and gave me 14 days to pay the original amount of £60.

We had no problem with this as a mistake was made and sadly you've got to hold your hands up and pay the penalty. 
So payment was made and that's the end of the matter. 

£60 is a lot better than £170 and I'd like to thank you all for your advice and help.

Cheers 

Oh dear.

We would have given you an appeal whereby you would have paid nothing. 100% winnable.

Too late now, and sadly you have funded a scam.

Hi 

To be honest we wanted this closing as soon as possible and not dragging on. 
That is why we paid the £60 after they supplied photo evidence etc.
My wife's health as stated before is not great and I think it's definitely been good for her to know it's all done and dusted. 

Out of interest what would you have advised to do after they reinstated the original fine? Might be useful info for others in a similar situation. 

Thanks 

Coupon-mad

You'd have won it with one email (as already explained in the NEWBIES thread), which is why we wanted it rewound back to PCN stage.

We didn't expect you to pay it.  No criticism of you but this makes us very sad. It was easy & would have been cancelled within days.

adslman

Coupon-mad said:

You'd have won it with one email (as already explained in the NEWBIES thread), which is why we wanted it rewound back to PCN stage.

We didn't expect you to pay it.  No criticism of you but this makes us very sad. It was easy & would have been cancelled within days.

Ah right, lesson learned! 
As I say it has been a bit of a stressful time so maybe I would have delayed the payment if things had not been like they are. 

Like I say I appreciate all the advice you gave us.