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    • S13 (2)The creditor may not exercise the right under paragraph 4 to recover from the keeper any unpaid parking charges specified in the notice to keeper if, within the period of 28 days beginning with the day after that on which that notice was given, the creditor is given— (a)a statement signed by or on behalf of the vehicle-hire firm to the effect that at the material time the vehicle was hired to a named person under a hire agreement; (b)a copy of the hire agreement; and (c)a copy of a statement of liability signed by the hirer under that hire agreement. As  Arval has complied with the above they cannot be pursued by EC----- ------------------------------------------------------------------------------------------------------------------------------------------------------------------- S14 [1]   the creditor may recover those charges (so far as they remain unpaid) from the hirer. (2)The conditions are that— (a)the creditor has within the relevant period given the hirer a notice in accordance with sub-paragraph (5) (a “notice to hirer”), together with a copy of the documents mentioned in paragraph 13(2) and the notice to keeper; (b)a period of 21 days beginning with the day on which the notice to hirer was given has elapsed;  As ECP did not send copies of the documents to your company and they have given 28 days instead of 21 days they have failed to comply with  the Act so you and your Company are absolved from paying. That is not to say that they won't continue asking to be paid as they do not have the faintest idea how PoFA works. 
    • Euro have got a lot wrong and have failed to comply with the Protection of Freedoms Act 2012 Schedule 4.  According to Section 13 after ECP have written to Arval they should then send a NTH to the Hirer  which they have done.This eliminates Arval from any further pursuit by ECP. When they wrote to your company they should have sent copies of everything that they asked Arval for. This is to prove that your company agree what happened on the day of the breach. If ECP then comply with the Act they are allowed to pursue the hirer. If they fail, to comply they cannot make the hirer pay. They can pursue until they are blue in the face but the Hirer is not lawfully required to pay them and if it went to Court ECP would lose. Your company could say who was driving but the only person that can be pursued is the Hirer, there does not appear to be an extension for a driver to be pursued. Even if there was, because ECP have failed miserably to comply with the Act  they still have no chance of winning in Court. Here are the relevant Hire sections from the Act below.
    • Thank-you FTMDave for your feedback. May I take this opportunity to say that after reading numerous threads to which you are a contributor, I have great admiration for you. You really do go above and beyond in your efforts to help other people. The time you put in to help, in particular with witness statements is incredible. I am also impressed by the way in which you will defer to others with more experience should there be a particular point that you are not 100% clear on and return with answers or advice that you have sought. I wish I had the ability to help others as you do. There is another forum expert that I must also thank for his time and patience answering my questions and allowing me to come to a “penny drops” moment on one particular issue. I believe he has helped me immensely to understand and to strengthen my own case. I shall not mention who it is here at the moment just in case he would rather I didn't but I greatly appreciate the time he took working through that issue with me. I spent 20+ years of working in an industry that rules and regulations had to be strictly adhered to, indeed, exams had to be taken in order that one had to become qualified in those rules and regulations in order to carry out the duties of the post. In a way, such things as PoFA 2012 are rules and regulations that are not completely alien to me. It has been very enjoyable for me to learn these regulations and the law surrounding them. I wish I had found this forum years ago. I admit that perhaps I had been too keen to express my opinions given that I am still in the learning process. After a suitable period in this industry I became Qualified to teach the rules and regulations and I always said to those I taught that there is no such thing as a stupid question. If opinions, theories and observations are put forward, discussion can take place and as long as the result is that the student is able to clearly see where they went wrong and got to that moment where the penny drops then that is a valuable learning experience. No matter how experienced one is, there is always something to learn and if I did not know the answer to a question, I would say, I don't know the answer to that question but I will go and find out what the answer is. In any posts I have made, I have stated, “unless I am wrong” or “as far as I can see” awaiting a response telling me what I got wrong, if it was wrong. If I am wrong I am only too happy to admit it and take it as a valuable learning experience. I take the point that perhaps I should not post on other peoples threads and I shall refrain from doing so going forward. 🤐 As alluded to, circumstances can change, FTMDave made the following point that it had been boasted that no Caggers, over two years, who had sent a PPC the wrong registration snotty letter, had even been taken to court, let alone lost a court hearing .... but now they have. I too used the word "seemed" because it is true, we haven't had all the details. After perusing this forum I believe certain advice changed here after the Beavis case, I could be wrong but that is what I seem to remember reading. Could it be that after winning the above case in question, a claimant could refer back to this case and claim that a defendant had not made use of the appeal process, therefore allowing the claimant to win? Again, in this instance only, I do not know what is to be gained by not making an appeal or concealing the identity of the driver, especially if it is later admitted that the defendant was the driver and was the one to input the incorrect VRN in error. So far no one has educated me as to the reason why. But, of course, when making an appeal, it should be worded carefully so that an error in the appeal process cannot be referred back to. I thought long and hard about whether or not to post here but I wanted to bring up this point for discussion. Yes, I admit I have limited knowledge, but does that mean I should have kept silent? After I posted that I moved away from this forum slightly to find other avenues to increase my knowledge. I bought a law book and am now following certain lawyers on Youtube in the hope of arming myself with enough ammunition to use in my own case. In one video titled “7 Reasons You Will LOSE Your Court Case (and how to avoid them)” by Black Belt Barrister I believe he makes my point by saying the following, and I quote: “If you ignore the complaint in the first instance and it does eventually end up in court then it's going to look bad that you didn't co-operate in the first place. The court is not going to look kindly on you simply ignoring the company and not, let's say, availing yourself of any kind of appeal opportunities, particularly if we are talking about parking charge notices and things like that.” This point makes me think that, it is not such a bizarre judgement in the end. Only in the case of having proof of payment and inputting an incorrect VRN .... could it be worthwhile making a carefully worded appeal in the first instance? .... If the appeal fails, depending on the reason, surely this could only help if it went to court? As always, any feedback gratefully received.
    • To which official body does one make a formal complaint about a LPA fixed charge receiver? Does one make a complaint first to the company employing the appointed individuals?    Or can one complain immediately to an official body, such as nara?    I've tried researching but there doesn't seem a very clear route on how to legally hold them to account for wrongful behaviour.  It seems frustratingly complicated because they are considered to be officers of the court and held in high esteem - and the borrower is deemed liable for their actions.  Yet what does the borrower do when disclosure shows clear evidence of wrong-doing? Does anyone have any pointers please?
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LloydsTSB Collections Department


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I've just been reading this...

 

http://www.consumeractiongroup.co.uk/forum/lloyds-bank/81799-issues-raised-llloyds-bank.html

 

 

I had a conversation with an asian advisor in the LloydsTSB Collection Dept some time ago. He told me that these charges are a punitive measure.

 

From memory:

 

(heated debate for 15 minutes, then)

 

WeeDom: You still haven't told me what this charge actually covers... what am I paying for?

Advisor: You're not paying for anything... it's a punitive charge for being overdrawn.

WeeDom: A "Punitive" Charge? So you're punishing me for not having enough money?

Advisor: No, sir. It's not a punishment.

WeeDom: That's what punitive means! Can I just confirm... this is a punitive charge, so you're stating that Lloyds is punishing me for being in financial difficulties?

Advisor: It's not a punishment, it's a punitive charge.

WeeDom: ...

 

I think I diaried the conversation, I'll dig out last years notes.

 

The advisor went on to say that LloydsTSB were there to help me, and would loan me the money to pay the charges. He seemed genuinely surprised when I didn't appreciate his generosity.

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  • 11 months later...

Yes it might look wrong, but I can tell when i'm diverted to another country call centre, and not to a British Asian working in this country.

 

Might be the cracky line, or that somethings not quite right.

 

What I do know is that, lots of British people lose their jobs to call centre staff far far away, because the company wants to save costs, and don't want you complaining.....what better than to put someone on the other end of the phone who doesn't give a toss about our laws or culture and most importantly how we speak to each other (not like their robot speak!!).

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Oh dear...

 

The Army Surplus store appears to be fresh out of tin hats.......

omnia praesumuntur legitime facta donec probetur in contrarium

 

 

Please note: I am not a member of the legal profession, all advice given is purely my opinion, if in doubt consult a professional

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I would say that the fact that the banks use call centres based in foreign countries is a direct representation of how important their customers are.

 

They would rather employ someone who speaks broken English, in a country thousands of miles away who has no understanding of our culture, or in many cases the geography of our towns. For instance when dealing with '3's' Indian call centre I was asked if I would be able to pick my new phone up from the depot in Reading - I live in Yorkshire.

 

The point is that you can be as politically correct as you like but the second you call customer service and you speak to someone who is clearly in a different country you are immediately irritated. Not at that person but at the fact that the banks don't even care enough to employ someone who has the necessary English and understanding of customer service in this country to deal with any issues you may raise.

 

In WeeDoms instance I don't think the reference to an 'asian' is being used to be detrimental to the member of staff involved or in a racist way, but merely indicates the familiar annoyance we all encounter when we can not speak to an advisor in this country.

 

It seems to me we are all a little too politically correct these days.

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  • 2 months later...

I've just come back to this forum after being untroubled by the Collections Centre for a while. They've raised their despotic heads again, so now I'm active here again,for a while. Selfish, I know, but hopefully I'll raise a few grins and, with luck,a few good points.

 

First off, I deeply resent the implication that I am "racist". I'm not going to try to back that up with examples of how not-racist I am. Just accept it,or call me a liar to my face.

 

The biggest single problem is language barriers/difficulties - day in, day out, foreign advisors deal with people who they cannot understand due to language difficulties (Geordie? Aberdonian?) and this is bound to fuel frustration on their part. I have dealt with customers, in my last job, who have been through the "Asian Helpdesk" experience, and I have felt deep frustration coming from both ends of the telephone line. The Asian helpdesk can't understand the (broken? certainly dialectal) English of customers, and the customer can't understand the broken English of the advisor.

 

No-one, from a customer service point of view or from the employees point of view, is helped by this.

 

Importantly, empathy is intrinsically hampered. When I was working in a call center for a UK telco, dealing with UK people, I could put myself in their shoes. Little old lady unable to pay her bill - yeah, I could see the worry, the mottled carpet, the pension stretched. Young single mother calling from a call box cos her line wasn't working - yeah, I could see where she was coming from, I could understand why she was fearful of being isolated without a landline. I could, quite literally, put myself in their shoes because I had met "them" at some stage in my life.

 

The exact same problem applies to teenage school-leaver employees in UK call centres, in my experience. They can't empathise effectively, as they simply haven't been in enough situations to be able to. This is an important point - I would use the same disparaging tone if I was consistently required to deal with 17 year-old Collection Centre employees of LloydsTSB whose only point of escalation was another empathetically challenged 17 year old.

 

To summarise - the mention of the word "Asian" was meant to imply that the conversation was off to a bad start,and the advisor and I both knew it. I've had nothing but rudeness and incompetence (bred by language barriers and empathetic barriers) when dealing with the Collections Centre abroad, and nothing but courtesy and assistance when dealing with UK folks - be they of Asian descent or not. It's about empathy - and the Asian call centre staff, to a person, have displayed absolutely none.

 

This is not racist - simply a matter of bald, uncomfortable truth.

 

Cheers

WeeDom

(grrr... don't call me racist!!!)

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it is not the call centre workers' fault, it is their (western) employers.

 

simple solution, don't open indian call centres (or Philippines), keep them here. Why not then?

 

(CLUE : maybe it's the low cost of wages (around £100 a month), office space, and everything else).

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