Park & Control: Car park management with a human touch
At Park & Control, it's not just about enforcing rules. It's about how you treat people in the process. As a property owner, or someone responsible for a car park, you want reassurance that your chosen car park management company handles situations with respect and sensitivity.
For us, customer service isn't just a box to tick – it's at the heart of everything we do. In this article, we want to take you behind the scenes of our customer service process, showing you how we prioritise respect and sensitivity in every interaction. From our trained staff to our transparent communication, we're here to ensure that your reputation remains intact while we tackle unauthorised parking head-on.
Through our parent company, APCOA, Europe’s largest and leading car park operator, we utilise the same back-office teams who display a sensitive approach to handling the Parking Charge Notice (PCN) process. APCOA has a longstanding history of delivering excellent Notice Processing, as well as permits and other back-office services over decades, with dedicated UK National Customer Service Centres across the UK, staffed by long-serving experts.
Here's how:
1. Understanding and Patience
We understand that when that PCN letter drops through someone’s letterbox, they'll be feeling frustrated and stressed about a potential charge. We train our teams not just to handle calls but to genuinely listen and empathise. They recognise that behind every enquiry is a person who might be having a tough day. So, when they reach out to us, they can expect a kind voice on the other line—someone ready to listen, understand, and work through the problem with them, not rush them off the phone.
2. Easy to Reach, Easy to Talk
Navigating through PCNs shouldn't resemble solving a complex puzzle. Our teams have streamlined the process, providing easy access through various channels such as phone calls, web chats, and emails, all tailored for customer convenience. Picture having a single phone number - 0330 333 9257 - connecting you directly to a helpful individual, eliminating confusing menus and long waiting times. Our goal is to make every interaction as seamless as chatting with a friend. Plus, for after-hours and routine enquiries, meet our chatbot, Parker, always available to assist.
3. Guidance Through the Maze
Navigating the process of managing a PCN can be daunting, especially with all the legal jargon and procedures. Our teams act as a personal navigator, explaining the steps in a way that's easy to understand. They help demystify the process, guiding you through the possible options and next steps in plain language, patiently walking you through what to do next.
4. Tailored Help
We know that a one-size-fits-all approach doesn't work when it comes to personal situations. Whether the motorist needs to discuss payment options, needs advice on how to appeal, or simply requires clarification on the process, we are ready to adapt our support to fit the specific needs. It's personalised help that acknowledges a motorist’s unique circumstances, making the process feel more humane and less like a transaction.
5. Special Attention for Those Who Need It
For individuals who might find these situations more challenging—perhaps due to age, health issues, or language barriers — our teams offer extra support. They're trained to gently help, ensuring that everyone, regardless of their situation, can navigate the process comfortably. This means if the caller is feeling vulnerable, our teams are there to offer a steadier, understanding hand, ensuring they're not left to figure things out alone.
6. Continuous Improvement
We don't just settle. We're constantly seeking feedback and looking at how we can improve our services. By analysing customer interactions and listening to feedback, we fine-tune our approach to be more empathetic, accessible, and supportive. It's a commitment to not just maintaining standards but elevating them, ensuring that the service becomes more understanding and responsive over time.
Our dedicated teams are revolutionising the typically stressful ordeal of handling PCNs, turning it into a positive experience. At our core, we go beyond mere transaction processing; we prioritise genuine care for each individual's journey, providing empathy, flexibility, and an unwavering commitment to improvement. With a stellar Trustpilot score of 4.1 for APCOA, backed by over thirty-one thousand reviews, our track record speaks volumes about our pursuit of resolving every issue with excellence, redefining customer satisfaction one interaction at a time!
We’re equally dedicated to providing exceptional service not only to motorists but also to our valued clients. While our customer-centric approach ensures that motorists receive respectful and sensitive treatment throughout the process, we also look to empower our clients – the car park owners – with the tools and ease of intervention, such as offering 'no quibble' cancellations, putting control back in their hands.
If you're a property owner seeking to regain control of your car park and ensure respectful treatment of all users, reach out to us today to discover the extent of our client empowerment services. With Park & Control, rest assured that both motorists and property owners are prioritised, ensuring a smooth and fair experience for all involved.
To conclude, at Park & Control, our commitment transcends mere rule enforcement. We recognise that behind every PCN enquiry is a person experiencing frustration and stress. That's why, through APCOA, we've meticulously crafted a customer service process that prioritises empathy, transparency, and accessibility. From their trained staff who genuinely listen and understand motorists' concerns to the straightforward and responsive communication channels designed for convenience, APCOA ensures that motorists' experience with Park & Control is as positive and respectful as possible, while safeguarding your reputation every step of the way. As part of APCOA, Europe's largest car park operator, we leverage their expertise and resources to provide a customer-centric approach to managing PCNs. Our dedication to continuous improvement means that we're always striving to enhance our services, ensuring that each interaction leaves the motorist feeling heard, respected, and supported. Whether they're navigating payment options, seeking guidance on appealing a PCN, or simply needing clarification on the process, rest assured that Park & Control is here to provide personalised assistance tailored to their specific needs. With us, they're not just a number, and neither are you – you're a valued partner, and we're committed to making your experience effective, efficient, and protective, offering the motorist the smoothest, most stress-free experience possible.
6 Comments
I have received a PCN for parking at the HCA Chiswick Medical Centre where I was having a scan. I want to appeal the PCN. I have tried to do this online. I have typed in the vehicle registration number and the PCN several times but only to be informed they do not match – BUT they do! I tried phoning but that did not help as I was given a totally unintelligable response.
PLEASE let me know how I can appeal the PCN and within the time limit
Hello David,
Thank you for your comment.
Could you kindly email your situation again to our customer service team;
enquiries@parkandcontrol.co.uk
Hello. I received a Parking Charge Notice last week, which shows that I spent more than 3 hours in the parking lot of: LOCKS HEAT SHOPPING VILLAGE. I would like to inform you that my job is FOOD DELIVERY DRIVER, and during the mentioned hours I made more than 15 deliveries, including some pick-ups from the Whitheley Shopping Center area. Please take note of this fact and cancel this “PARKING CHARGE NOTICE”. Attached are images of my activity on 25.11.2024 during the hours you mentioned. Thank you
Thank you for your comment.
Could you kindly email your situation again to our customer service team;
enquiries@parkandcontrol.co.uk
Hello I put in an appeal had no reply within 28 days also checked spam folder, then emailed enquiries@parkandcontrol.co.uk and also dpo@parkandcontrol.co.uk with a subject access request requesting data. 30 days have passed since my request with no replies by email(spam checked again) or by postal mail. I have then sent a complaint today only for an error message regarding your email address (see below ) please get this matter resolved urgently as its causing me stress and distress!
This is an automatically generated Delivery Status Notification.
Delivery to the following recipients failed permanently:
* wecare@parkandcontrol.co.uk
Reason: There was an error while attempting to deliver your message with [Subject: “Re: Fwd: Appeal for PC10062131”] to wecare@parkandcontrol.co.uk. MTA sxb1plwbeout05.prod.sxb1.secureserver.net received this response from the destination host IP – 52.101.99.2 – 550 , 550 5.4.1 Recipient address rejected: Access denied. [CW2PEPF000056BB.GBRP265.PROD.OUTLOOK.COM 2025-01-18T15:39:10.731Z 08DD370956D6908E]
Thank you for your comment.
Could you kindly email your situation again to our customer service team;
enquiries@parkandcontrol.co.uk