I had this unfortunate experience of dealing with this company on and off for a few months. I received a letter from DCBL wanting £130, with little explanation. After a 30 minute phone call they stated it was for a drive off (failure to pay for fuel) and I could get the proof from VARS. I paid the fine and placed a complaint in to VARS requesting proof. Enter their absolutely shocking complaints procedure. Apparently they only deal with complaints for 30 days, but because I never got their letters this was around 4 months after the incident - side note (I don’t believe they ever sent them, I don’t live at the address but have a royal mail redirect in place which has worked flawlessly for everything for 4 years). I was told to send proof of ID to get the evidence. I explained my situation of the ID would be in the form of Emirates ID, they said they needed the ID. They then stonewalled me for 2 months before telling me the proof of ID did not meet their requirements - of which they never shared with me. I went to the owners of the petrol station and completed a GDPR request to get my information, along with the same for VARS and DCBL. I was given 1 photograph without timestamp, and told there was another photograph of the person inside the store and purchasing goods but didn’t pay for fuel. I requested video evidence but they couldn’t provide it, they delete cctv after 30 days, despite no payment being made (it took 4 months for me to find out about it) They tried to say GDPR they have no reason to store it, which is a load of rubbish. Essentially, after some backwards and forwards with the petrol station, with the threat of small claims court (which they tried to scare me out of saying I would have to pay their fee’s if I lost, news flash you can’t claim costs in small claims court) the petrol station eventually refunded me without an admission of wrongdoingI raised an ICO complaint about VARS, absolute waste of time, I highlighted how they were in the wrong ICO tier paying incorrect fees, and how they breached my GDPR, the ICO basically told me to take them to court if I am unhappy. Had to deal with them? Request video evidence which shows the cashier didn’t take a mistake or pocket the money. Also email your local councilor about the unregulated industry these lowlife are exploiting. I mean £120 in fee’s for £10 of fuel they have no proof wasn’t paid for…. People who work here are the lowest of the low, hoping people will pay and not complain. They’ll move on to the next unregulated thing eventually.
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