Royal United Hospital (Bath) - ParkingEye PCN

pengwing

Hi all,

I have read the newbies thread, the successful complaints thread and numerous ParkingEye/PALS/old address threads but just wanted to clarify a few things before I start any process - any advice is appreciated.

Timeline below:

Late May: Driver parked in Royal United Hospital Bath, for around 90 minutes, and forgot to pay for the stay. They had parked there regularly in the months prior to this, paying for a ticket each time, and have parked there regularly since this, paying for a ticket each time.

Mid August: Keeper visits old home and finds DRP letter requesting payment of £150. Any other correspondence between late May and mid August regarding the PCN, from either ParkingEye or DRP either never existed, or has been thrown away, as this would have all been sent to an old address, which has only recently been updated.

The keeper is reluctant to ignore the 'fine', or get involved in any lengthy email exchanges, and feels they may as well just pay, but I have requested some time to try and solve the issue.

My questions:

Current plan of action is to contact PALS at RUH to ask them to cancel the fine. Is there any template/recommendations for PALS complaints to hospitals? I have looked through lots of the succesful hospital complaints but couldn't find anything.

Can I request original PCN documents directly from ParkingEye? Is this worth doing? The keeper has no idea what correspondence there was between the date of the incident (late May) and the date of the DRP letter (mid August).

Should I update ParkingEye or DRP of the new address?

I would have gone straight through the template appeal to ParkingEye, but the keeper wants the issue sorted quickly, even if it means paying.

Any help is much appreciated.

Quentin

Inform them both of the correct address


Otherwise there is the possibility of a ccj being registered that the keeper is unaware of

Coupon-mad

Current plan of action is to contact PALS at RUH to ask them to cancel the fine. Is there any template/recommendations for PALS complaints to hospitals?

You will probably find one by searching for NHS complained cancelled or similar keywords here.

pengwing

Draft PALS complaint if anybody could spare 2 minutes to give advice. I plan to send it to RUH Parking, RUH Complaints, RUH PALS and copy in the local MP as well.

I will also contact both PE and DRP to inform of the updated address.

'Dear Sir/Madam,

PCN Number: XXXXXX

As keeper of the car, I have received what I believe to be a very unfair parking charge from Parking Eye. This unexpected demand followed a very stressful day at Royal United Hospital, after a particularly traumatic, and emotionally draining, therapy session.

The required parking charge has been paid in full, and on time, on all occasions prior to, and following, the date of this parking charge, as it is a regular RUH appointment. However, following a particularly distressing therapy session, which ended up overrunning, the attendee was left feeling very tense and late for work, which resulted in forgetting to pay for the ticket in this particular instance.

I am deeply saddened that the NHS Trust is breaching Government Policy by allowing a private Firm to profit from PCN’s, particularly in instances where patients are seeking urgent medical care, or are feeling particularly vulnerable. Firms like Parking Eye are clearly incentivised to issue charges as their earnings are little other than penalty income, which is extremely wrong, and completely against the will of Parliament, as referenced in the website below, which states ‘Contracts should not be let on any basis that incentivises additional charges, e.g. ‘income from parking charge notices only’.

gov.uk/government/publications/nhs-patient-visitor-and-staff-car-parking-principles/nhs-patient-visitor-and-staff-car-parking-principles.

I would also argue that, as a frequent outpatient attender, there should be an entitlement to free parking – see bullet point 2 of the above website – and therefore no genuine losses should have occurred, but this opportunity has not been afforded. As a gesture of goodwill, the keeper is willing to pay the missed fee (<£5), should you find this feasible to bring this matter to a close, but I find it outrageous that you allow these rogue operators to issue extortionate fines, sometimes over 50 times the original cost of a parking ticket.

I understand, as per the terms between the NHS Trust and Parking Eye, that Parking Eye is required to consider circumstances like this. Based on the reasoning’s outlined above, I respectfully request your support in cancelling the charges in this instance.'

Le_Kirk

I wouldn't mention genuine loss, that argument went a long time ago. I do like your bit about being prepared to pay, although I wouldn't call it a gesture of goodwill, you want to come across as contrite in having forgotten to pay and are offering to make that right. I do like the fact that you have introduced the NHS parking principles.

The_Deep

Their signs are rubbish so, if it gets to court, where imo they might struggle, attack them on signage, read this;

https://forums.moneysavingexpert.com/discussion/5972164

Also, as nine times out of ten these tickets are scams, consider complaining to your MP.

Parliament is well aware of the MO of these private parking companies, and on 15th March 2019 a Bill was enacted to curb the excesses of these shysters. Codes of Practice are being drawn up, an independent appeals service will be set up, and access to the DVLA's date base more rigorously policed, persistent offenders denied access to the DVLA database and unable to operate.

Hopefully life will become impossible for the worst of these scammers, but until this is done you should still complain to your MP, citing the new legislation.

http://www.legislation.gov.uk/ukpga/2019/8/contents/enacted

Just as the clampers were finally closed down, so hopefully will many of these Private Parking Companies.

pengwing

Not sure whether anybody will be able to advise on this, but PALS have come back and said they will forward to the car parking team to investigate (already copied into the original email anyway), but have said they would require the original parking charge letter.

The original letter was (presumably, has never been) sent to an old address, and thrown away by the new occupants. The only letter on hand is the DRP letter, sent 2 months after the original PCN.

From any past PALS experience, will not being able to send the original PCN affect anything? Is this something which could be re-obtained from Parking Eye?

If not, I can send a copy of the DRP letter, and perhaps a screenshot of the original charge details from the ParkingEye appeal page?

Does that sound sensible?

Le_Kirk

You could try a SAR to Parking Eye to ask for all data pertaining to your and your car with VRM xxxxx. SARs allow PPCs 30 days to respond.

MistyZ

pengwing wrote: »

From any past PALS experience, will not being able to send the original PCN affect anything? Is this something which could be re-obtained from Parking Eye?

My limited personal experience of PALS and rather more extensive second-hand experience suggests that PALS tend to be a little less proactive than the person who is doing the complaining. So if you want them to act, you have to lead the way by showing confidence, clarity and determination.

Bath RUH PALS have just received a rather chunky complaint from me about an entirely different matter. So thought I'd tell you what I told myself before writing it!

Send what you can, explain the delay if awaiting copy of PCN following the SAR, don't accept any excuses. I think they have enough to go on.

The_Deep

Have you read this?

https://www.gov.uk/government/publications/nhs-patient-visitor-and-staff-car-parking-principles/nhs-patient-visitor-and-staff-car-parking-principles

Have the PPC and PALS complied?

Have you complained to your MP?

steve1500

When complaining to PALS also copy in your MP & the Chief Exec. Make sure PALS are aware they have been copied in