North Greenwich Blue Badge Car Park

BBDriver

I replied to the email from paymyparkingcharge.com using the majority of Ldast's suggested text. At the beginning of the email I added "This email response should be taken as an official complaint."

Reply was sent to appeals@paymyparkingcharge.com on 3 July 2024 as they sent me the email in the first place.

I've had no response so far.

I want to raise a complaint with the BPA but i think I need a response first.

Do you think I need to address the complaint to ZZPS to get the response?

In the meantime I am drafting the POPLA appeal.

Gr1pr

Definitely NOT ZZPS , ignore them completely 

I expect that the email address you used is not monitored, so your complaint fell into a black hole, so wasted time 

In order to raise a complaint to the BPA AOS compliance team, your first complaint goes to Bridge. PAM

The correct method is to go to the BPA AOS members list and click on the complaints policy link for the correct parking company, shown on the right column. Once you click on it, you are taken to the Bridgepam website, then use the contact us link to get their online complaints box up, fill it in and submit it to Bridgepam, screenshot it or take a picture if you want proof of submission etc

BBDriver

As per Gr1pr's advice - I sent a complaint email to Bridge PAM about their appeals process and was waiting for a response before sending a complaint to the BPA.

In the meantime I have had a response to LDast's beautifully worded reply to paymyparkingcharge.com.

Good afternoon

Thank you for your correspondence.

Please be advised, we can only process an appeal from the driver on the day.

Please have the driver appeal with their full name and postal address within 7 days of the date of this email.

Please be advised if you have not provided the driver details or they have not appealed directly there will be no further action to the appeal.

Kind regards

Emma

Same drivel as last time but with a caveat at the end.

I guess I should send in a complaint to the BPA now they have sent this response and not wait for a reply from BridgePAM.

(BridgePAM are ZZPS - paymyparkingcharge.com I think are also ZZPS)

This was the Complaint email sent to BridgePAM:

To whom it may concern.

This is an official complaint regarding the your appeals procedure.

I received a Notice to Keeper from Bridge Security CCTV Ltd, parking charge reference ********

Instructions to appeal were given on the reverse directing me to use www.paymyparkingcharge.com appeals procedure.

I appealed as the registered keeper and expected either the appeal to be upheld or a POPLA code issued as a result of the appeal.

Instead I received the following reply:

Good afternoon

Thank you for your correspondence.

Please be advised, we can only process an appeal from the driver on the day.

We have requested further photographic evidence from our client.

Please have the driver appeal with their full name and postal address within 7 days of the date of this email.

Kind regards

Emma

The email response above is in contravention of Section 23.1 of the BPA Code of Practice.

23.1 Under the Code you must have procedures for dealing fairly, efficiently and promptly with any communication from the motorist. The procedures must give drivers and keepers the chance to appeal a Parking Charge Notice.

I also bring to your attention your obligations under the following sections:

Section 23.6

When you receive an appeal about the issue of a parking charge, you must stop work on processing the charge immediately. You must not increase the charge until you have replied to the appeal.

Section 23.8

You must respond to appeals within 28 days or, where a decision on the appeal is not concluded within 28 days, you must acknowledge the appeal and confirm the timeframe for concluding it, including the supply of additional information

I replied to the above email as an official complaint, stating that I had appeal as the registered keeper on 3 July 204.

I look forward to a prompt response.

Yours sincerely

Gr1pr

I don't believe that BridgePam are ZZPS, I suggest that you stick with the facts 

Definitely complain online to the BPA AOS compliance team about that response, you can add the complaint reply to your BPA complaint later, if necessary 

Add the actual breach citing the correct section in the BPA CoP regarding keeper appeals 

BBDriver

An update and a quick question.

15 July

Submitted a complaint to BridgePAM. No response yet.

25 July 2024

Submitted a complain to who I believe is the land owner - GLA Land & Property Ltd. Wating for a response

Submitted a complaint to BPA who responded the following day:

Thank you for your enquiry. 

Our role as an Accredited Trade Association is to investigate alleged breaches of our Code of Practice by members of our Approved Operator Scheme where evidence can be supplied and where the operator’s internal complaints process has been exhausted. We are unable to become involved in individual Parking Charge disputes.

As you believe that there has been a breach of our Code of Practice by a member of the Approved Operator Scheme you must first submit your complaint directly to the operator using their internal complaints process which can be found on their website at Parking and Asset Management | Bridge Group (thebridgegroup.uk.com).

Alternatively I can forward your correspondence on to our contact at  Bridge Security Ltd t/as Bridge Property Asset Management and ask them to respond to you directly, if you'd like me to do this please confirm by return email. Please include with your email a copy of the charge notice you were sent as I'm interested in seeing what information they give regarding an appeal on there.

If you believe the alleged breach of the Code of Practice has not been addressed in your complaint outcome, we require a copy of this and supporting evidence before becoming further involved. 

Kind regards

Jack Heselgrave

British Parking Association

I shall reply stating that I have complained to BridgePAM and I am waiting for their response.

Should I send the BPA a copy of the NTK?

I am not sure whose interests they serve.

Coupon-mad

Yes supply the BPA with the NTK and a copy of the complaint you sent, and the two replies trying to force you to name the driver.

They will investigate.

Gr1pr

They serve their members due to being a trade body 

There is no harm in giving them copies of your documents and complaints and appeal and confirming that they can pass them on , but that you also want the official complaint regarding the breach of the CoP investigated, ideally the clause that was breached along with the alleged details of the breach 

BBDriver

A slightly unexpected end to this one.

I followed the advice given by KeithP and Gr1pr and complained to the BPA about receiving no response to my Bridge PAM complaint.

They emailed their contact at Bridge PAM directly on my behalf - At most I expected a POPLA code and was looking forward to using my carefully prepared, very lengthy, blockbuster POPLA appeal.

I have received a response from the BPA stating that they had heard back from Bridge PAM who blame the lack of response on an "administrative error", and that they are looking into it further. But for now, have confirmed they have cancelled the parking charge.

I have also put in a request for information with Mayor of London on ownership of the strip of land and will post this for anyone else finding themselves in a similar position.

So it is a win and the BPA complaint paid dividends.

I would like to thank KeithP, Gr1pr, CM, Fuitcake, Le_Kirk. Half_way and, of course, LDast for injecting a great deal of fun into the proceedings. I'm off the afterparty having made my thankyou speech.

Coupon-mad

BBDriver said:

A slightly unexpected end to this one.

I followed the advice given by KeithP and Gr1pr and complained to the BPA about receiving no response to my Bridge PAM complaint.

They emailed their contact at Bridge PAM directly on my behalf - At most I expected a POPLA code and was looking forward to using my carefully prepared, very lengthy, blockbuster POPLA appeal.

I have received a response from the BPA stating that they had heard back from Bridge PAM who blame the lack of response on an "administrative error", and that they are looking into it further. But for now, have confirmed they have cancelled the parking charge.

I have also put in a request for information with Mayor of London on ownership of the strip of land and will post this for anyone else finding themselves in a similar position.

So it is a win and the BPA complaint paid dividends.

I would like to thank KeithP, Gr1pr, CM, Fuitcake, Le_Kirk. Half_way and, of course, LDast for injecting a great deal of fun into the proceedings.

I'm off the afterparty having made my thankyou speech.

Very good, enjoy the party!

BBDriver

An update for anyone that finds themselves in the same position.

TFL have emailed me and confirmed that the strip of land the vehicle was parked on is owned by GLA (Greater London Authority)

I refer to my email dated 29 October, as I have now heard back from our team that checks property owned by us.

They confirmed the strip of land in question is owned by the GLA (Greater London Authority) They can be contacted here.

Thank you for contacting us. 

Kind regards

Reg Ayres
Customer Service Adviser
Transport for London Customer Services