Seeking Advice on Bristol Airport VCS Stopping Fine Debt Collection Notice due to email error

candycane707

Hi everyone,

I've seen some great advice here, so I'm hoping someone can help with my queries. I received a stopping fine from VCS in September and this month a debt collection letter from DCBL. I would appreciate some advice on how to proceed.  Apologies in advance if I’m asking questions others have already, I just haven’t come across the answers here.

The background to my reason for stopping is as follows: I approached the barrier of the Multistory car park, but the machine indicated that I was at the wrong car park. A staff member approached me, and after explaining the issue, I reversed out and pulled over to avoid blocking the entrance. I then checked my booking (35 seconds) and confirmed that it was for the Short Stay car park, where I proceeded to park. I can see from the photos taken that I was stopped on the zig-zag lines next to the pedestrian crossing.

At the time I received the notice, I had not read any threads here, and believing it to be issued unfairly, I submitted an appeal and provided my email address for any follow-up communication. However, unknowingly, I had entered my email address incorrectly. I was actively watching out for a response and, when the 28 days passed, sent a follow-up query to the company from my correct email address, requesting an update on my appeal. I received no response.

Last week, I received a debt collection letter for £170. I have since contacted VCS via their online form (Contact – Vehicle Control Services Ltd), and they have responded that they received my request for an update on my appeal (sent from my correct email address) but responded only to the incorrect email address that they had on file. As a result, I missed their response and any potential instructions or decisions regarding my appeal. Note that they are currently communicating with me via my correct email address after contacting them via the online form.

Given this situation, do you think I have a valid case to argue, against at least the extra charges:

1. They did not reply to my correct email address when I sent a follow-up query, but will correspond to my correct email address now when I contacted them via their online portal.
2. That their appeal contact process is limited in that they allow only one method of correspondence to an automatic email account (Charge Notice states “IMPORTANT NOTE: Appeals cannot be discussed or accepted over the telephone”). Could this be considered discriminatory to people who have limited/no access to email?
3. Their appeal process is not transparent, in that I can enter my CN Ref No. to see the Charge Notice, but not the status of my appeal.
4. Their responses to appeals are sent from a no-reply address, so if an individual received it in error, they cannot reply to the email even if they wished to inform VCS of the error.
5. Sensitive data is not protected in email. In providing an incorrect email address, the response they sent was to an unknown individual, which included a letter with my address and car registration. Should this be sent this way, or protected as done by other companies (e.g., insurance companies send protected documents that can be opened with a password)?

The debt collection letter states I have 14 days to pay from 3rd December. Does anyone have experience of how many notices you receive before they escalate to court?

I am happy to use my experience to help highlight all the deficiencies in how companies like this operate, so any other advice on who I should inform (e.g., local MP, etc.), please let me know.

Any advice or insights would be greatly appreciated. Thank you in advance for your help!

Le_Kirk

When you read the NEWBIE sticky, the one that ALL NEWBIES are asked to read before posting, did you see the post about debt collectors and their spurious admin fees and just to ignore them?  They are powerless.

stop_this_nonsense

There are plenty of posts on here for VCS no stopping cases for you to read. You'll soon understand that VCS are not interested in excuses, reasons, or even the law of the land! It's a scam. No stopping is a trap.

Suggest you edit your post to remove the parts where you have implied you were driving.

Coupon-mad

The debt collection letter states I have 14 days to pay from 3rd December. Does anyone have experience of how many notices you receive before they escalate to court?

Whether it's two or twenty-two doesn't matter a jot. Doesn't affect you.

Complain to the Airport about VCS.

Complain that you only stopped for seconds in the direction of a staff member. You approached the barrier of the Multistorey car park, but the machine indicated that it was the wrong car park. A staff member approached and after explaining the issue, you reversed out and pulled over to avoid blocking the entrance, checked the booking (35 seconds) and confirmed that it was for the Short Stay car park, where the car was parked. 

candycane707

Thank you all for your responses. I hadn’t seen the Newbie thread as had only come across a couple of threads while googling, so thanks for all your advice and for pointing me in the right direction! Really appreciated.