My car was clamped on 31 July. When I rang the number on the notice, it was picked up by a man sitting opposite my car. He was employed by Marston Group, a bailiff service used by Transport for London to collect unpaid fines. He claimed there were penalty charges owing on the car and it would be towed away unless I paid £789. I had no choice but to hand over my credit card. It turned out the fines had been incurred by the previous owner. Both TfL and Marston are aware of this person’s address as it is written on the receipt. I have provided proof that I bought the car from a dealer in June, but the bailiffs refuse to discuss the matter. RJ, London
“Kafkaesque” is an overworked cliche, but when you’re penalised for someone else’s offence and not allowed to appeal because you are not that someone else, no other word will do. This is a depressing illustration of modern bureaucracy where computer scripts dictate customer service. Marston says that warrants for enforcement are electronically transmitted and can’t be disputed. Its agent, it says, acted according on the information he had at the time and you paid “voluntarily”. The root of the problem is, predictably, that flagship of efficiency, the DVLA. It didn’t update its records until 38 days after you purchased the car. This meant that the previous owner was still registered when the bailiffs did their check. “But they should have resolved this and we have taken this up with them,” adds a spokesperson for TfL. “People can always contact TfL directly.” It has refunded the £789 and awarded £250 compensation.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
This article is the subject of a legal complaint made on behalf of Marston Group Limited.
