KFC Parking Ticket disabled child

1505grandad

nopcns said:

Something along these lines maybe?

Subject: Urgent Complaint Regarding Discrimination and Parking Charge

FAO: Meghan Farren, General Manager, KFC UK & Ireland

Dear Ms Farren,

I am writing to bring to your attention a distressing incident that occurred at one of your KFC locations, which has left me deeply concerned about the treatment of customers with disabilities.

On [date], my family visited the KFC restaurant located at [specific location]. We were accompanied by our severely disabled child, who relies on a wheelchair for mobility. Despite the challenges we faced, we were eager to enjoy a meal at your establishment.

However, our experience took an unfortunate turn. Initially, we encountered delays in being served, which resulted in our stay exceeding the allotted time for parking. Additionally, when leaving, the process of loading our child’s wheelchair into our car required extra time due to its complexity.

To our shock and dismay, we received a parking charge notice (PCN) from your agent, Civil Enforcement Ltd for an overstay of 11 minutes. As my child is a disabled person with protected characteristics under the Equality Act 2010, I believe I should have been allowed reasonable accommodation to safely return to my vehicle without the threat of penalties.

The Equality Act 2010 explicitly prohibits discrimination based on disability. It requires businesses to make reasonable adjustments to ensure equal access and fair treatment for disabled individuals. In our case, this would have meant allowing additional time for us to leave the premises without fear of repercussions.

Unfortunately, when I approached the local manager to discuss this matter, they were not very helpful. They refused to provide me with the contact details for the area manager, preventing me from escalating the issue as necessary. As a customer, I believe that your staff should be aware of their obligations regarding discrimination and reasonable adjustments.

Furthermore, I would like to highlight that KFC is jointly and severally liable for the actions of their agent, namely the unregulated private parking company responsible for issuing the charge. As the principal business, KFC shares responsibility for ensuring that their agents comply with legal requirements and treat customers fairly. Should Civil Enforcement (your agent) escalate this matter to a court claim, I will not hesitate to issue a part 20 Counterclaim to include KFC as a defendant for direct discrimination under the Equality Act 2010.

I kindly request that you investigate this matter thoroughly and take appropriate action to rectify the situation. Specifically, I propose the following steps:

1. Immediate Cancellation of the Parking Charge: I urge you to cancel the parking charge issued to us, considering the extenuating circumstances related to our child’s disability.
2. Staff Training and Awareness: Ensure that all KFC staff members receive comprehensive training on accommodating disabled customers. This includes understanding their rights, providing reasonable adjustments, and treating them with respect and empathy.
3. Review of Policies: Conduct a review of your parking policies to ensure they align with the Equality Act 2010. Consider implementing specific provisions for disabled patrons, such as extended parking allowances.
4. Apology and Assurance: A sincere apology from KFC, along with an assurance that such incidents will not recur, would go a long way in restoring our faith in your brand.
5. Remove the ANPR systems with immediate effect until you can install or upgrade the system to detect people in vehicles with a protected characteristic as per the Equality Act, and allow those people/vehicles extra time. A whitelist/pre-registration system for disabled people is unacceptable as it discriminates against those with a disability by requiring them to take on additional tasks.

I appreciate your attention to this matter and look forward to a prompt resolution. However, as a customer, I believe KFC’s commitment to inclusivity and fairness has been badly let down by my families recent experience. I had expected, as a customer, to feels welcome and respected. As you can see, this is not the case and I expect a satisfactory resolution to this matter.

I look forward to your understanding and cooperation.

Yours sincerely,

Absolutely  -  all landowners should be educated accordingly. 

ktTurn

I have had a productive day, email sent to CEO of KFC (thanks again @nopcns) Emails also sent to our MP Roger Gale and the Minister of Disabled People Mims Davies. All MPs copied into KFC CEO ‘s email too. 

I have highlighted to KFC that it’s not a fine but a speculative invoice. I also requested contact details to escalate my complaint and this was completely ignored. I have not received any names or addresses to send a complaint to. KFC care team on social media sent me the following DM to confirm they have now cancelled both parking tickets.  

‘ I've heard back from the restaurant management team and I'm pleased to say that both fines have now been cancelled as a gesture of goodwill.

Thanks again for contacting the Care Squad and please don’t hesitate to get back in touch with us in the future for any further queries.’

Goodwill gesture 😂

Thank you everyone for your help.  

Next on my to do list is to complain about the parking company. I was thinking of using the same template and just tweaking it. Unless there is anything different I need to include? 

Coupon-mad

No - carry on - you are doing swimmingly!

ktTurn

I’ve spent way too much time today trying to identify a name for directors of Civil enforcement today my brain hurts. I’ve looped around on companies house and the only name I have managed to get is 

TALJAARD, Mirlene Helen Lorain

Do we have any other names to address my complaint too? . I know it will be ignored but I want to address this to the MPs when I finally get a response. 

Umkomaas

ktTurn said:

I’ve spent way too much time today trying to identify a name for directors of Civil enforcement today my brain hurts. I’ve looped around on companies house and the only name I have managed to get is 

TALJAARD, Mirlene Helen Lorain

Do we have any other names to address my complaint too? . I know it will be ignored but I want to address this to the MPs when I finally get a response. 

CEL is a smoke and mirrors operation with shell companies dotted around the world. I wouldn't waste any time chasing shadows trying to identify any of their directors - they won't help you. Go for their principal contractor - KFC.

ktTurn

Thanks, I thought that when I was finding the directors were ltd companies and the resigned directors were from all over the world. 

I will still send something to their email. I just want to present to the MPs this is how we are being ignored.

with only still having the details of the CEO of KFC contact details I’m starting to think they also operate as smoke and mirrors towards their franchises, with no one disclosing their details or taking liability for decisions. Even on their website it just directs you to appeal to the parking company. 

I have been looking through the KFC reviews after leaving my own and they are shocking. There is a  fair few negative reviews including a few about the parking restrictions and then someone’s screenshotted a message from the franchise owner to the staff to make up fake positive reviews to eradicate the negatives. I’m flabbergasted! 

Half_way

ktTurn said:

 someone’s screenshotted a message from the franchise owner to the staff to make up fake positive reviews to eradicate the negatives. I’m flabbergasted! 

Franchise owner - thats something to target in any complaints/action

ktTurn

That’s the million dollar question, who is the elusive franchise owner! I can’t complain to someone who refuses to provide their details. 

I will buy a drink for anyone who works out what franchise runs the Sandwich A256 restaurant 👍

KeithP

Dover District Council collects the business rates in that area. 
They should be able to tell you the name of the company that pays the non-domestic rates.
They may try to hide behind data protection legislation, and may need reminding that you are not seeking any personal information, just the name of the company that pays the rates.

Coupon-mad

Why were you trying to find directors of CEL?  Nothing in our advice says to do that.