Wanting to appeal a PCN after a hospital visit

agi90

Hello everyone, I hope you are all well.
A few weeks ago I have been at Sunderland Royal Hospital with my partner who had some tests done. I knew there were parking charges in place, so I had some coins ready for the payment after the visit.
Parking Eye operates the parking and is operating a number plate recognition system upon entry and exit of the parking.
On the day the charge, 14/06/2021, I've arrived at 3:20 p.m. My partner went to the hospital for his appointment, while I went to a nearby shop and then returned to the car and waited inside. At 4.00 p.m. my partner returned to the car and I started the car and drove across the parking to the other side to pay the parking fee (up to 1 hour is £2, first 20 minutes are free).
When I approached the charging machine and entered the details of my registration plate, it stated that I've only parked for 2 minutes and do not need to pay for the parking.
It was a very sunny day and I was struggling to see the screen properly and did not see the option to enter the parking time manually (even though the plate recognition should have a clear indication of entry and leaving time). Being stressed from the visit and in a rush that day I didn't think much of it and went back to my car and drove off.
A few days later I've received a PCN for £70 (reduced to £42 if paid within 14 days), for staying at Sunderland Royal Hospital for 42 minutes and not paying.

Basically what happened is when I drove through the hospital grounds from one side of parking to another, I must have crossed the NPR camera (without leaving the hospital grounds) which recorded me as entering again (even though my vehicle never left the premises), which then showed that I've been there for 2 minutes. The hospital has multiple parking areas and people are allowed to pay at any machine that is available, doesn't have to be the closest one.
I have appealed to Parking Eye, but due to the lack of evidence (on that day I had nothing with me except the £2 I had for the payment and didn't think I would need my phone), the appeal was denied.

Today  I went to the same hospital and parked in the same parking area, and after over 30 minutes of stay (remember, the first 20 are free) I went to the same machine to pay the £2 I owe - and the machine read 2 minutes again and no need to pay a fee.
I have been recording entering the hospital parking as well as me driving through the parking and the recording of the charging machine to have evidence of what is on the screen, and after manually entering the time I was supposed to be charged for the parking (it was a bit more cloudy and I was focused on what was on the screen) and paid the correct amount and the machine provided me with a receipt.

I am considering appealing to POPLA and providing evidence from today as proof of what happened a few weeks ago. It was pretty much the same situation and I just copied what I have done that day, with the same result.

I have received an appeal refusal from Parking Eye yesterday and have 14 days to pay the reduced fine of £42. After that time the fine will be £70.

Do you think my arguments are valid? Should I appeal to POPLA and on what grounds? Faulty number plate recognition technology?

I would greatly appreciate any help.

Redx

Your first complaint is PALS , plan A , get PALS to intervene

agi90

THanks, Redx, I will contact PALS first, see what they think...

Le_Kirk

I wouldn't "see what they can do" I would complain as advised by @Redx.

agi90

I have sent an e-mail to PALS with a complaint, as follows:
Good afternoon,

My name is XXXX  XXXX and on 14 June 2021 I have attended Sunderland Royal Hospital with my partner who had an appointment with a specialist there. I knew the parking charges apply so I have prepared some coins to pay for the parking upon leaving.

After 40 minutes of his appointment, my partner returned to the car and I drove across the parking to the other side to pay the fee (£2 pounds - under 1 hour stay). However, the parking machine stated that I have only stayed 2 minutes and do not need to pay the fee. As it was very sunny that day, I could not see the details of what was written on the screen, I was also stressed and in a rush, I went back to my car and went back home. I did not have my telephone with me to take a picture of the screen to have as evidence for later.

A few days later I have received a parking charge notice from Parking Eye for not paying for 40 minutes of parking time, asking to pay £70 (£42 if paid within 14 days). The notice reference number is XXXX/XXXX.

I have appealed to Parking Eye, but due to the lack of photographic evidence, the appeal was unsuccessful.

Today I have visited the same hospital again and stayed for just over 30 minutes and made the same trip from one side of the car park to another to pay the fee. And yet again the ANPR system detected me passing through the parking as if I entered parking again (I've never left hospital premises during both visits) and stated that I've parked for 2 minutes only.

As I had more time day and was more aware of my mistake earlier, I have manually entered the parking time into the meter to be charged for the correct parking time, and was issued a receipt. Today I have also recorded the journey into the hospital as well as driving across the parking and paying for the ticket (recordings can be provided on request) just in case I will be issued with a penalty charge again.

I request an inquiry to be carried out into the operation of the ANPR system on Sunderland hospital premises and intervention to Parking Eye to have this issue rectified, also I would like an opinion on what steps should I take to have this fine cancelled. I suspect this might be an issue for many patients, and especially elderly and vulnerable patients might have an issue with paying the parking charges correctly, if the ANPR system is faulty.

Kind regards

Redx

Pedant mode , it's not a penalty , nor is it a fine either
It's a parking charge notice , PCN , an invoice !!

Never use those 2 words above , call it by it's correct name

Le_Kirk

I request an inquiry to be carried out into the operation of the ANPR system on Sunderland hospital premises and intervention to with Parking Eye to have this issue rectified, also I would like an opinion on what steps should I take to have this fine speculative invoice cancelled. I suspect this might be an issue for many patients, and especially elderly and vulnerable patients might have an issue with paying the parking charges correctly, if the your ANPR system is faulty.

I would be a bit more forthright in what you want.  It's never a fine; only authorities can issue fines.

agi90

Fair enough, newbie mistakes!

Coupon-mad

Sunderland NHS Trust CEO will cancel this if PALS won’t.

agi90

I have just received a letter from Parking Eye, after complaining to PALS, and my charge has been cancelled and there is no outstanding payment due! 
Thank you very much to everyone who had helped, I really appreciate your support and it really made my Wednesday morning a lot brighter! I'm also very glad that I didn't have to go through the POPLA appeals procedure, as I guess it would take a lot longer.

I hope I won't have to deal with that ever again, I wish good luck to everyone who is battling these charges. Especially for hospital visits, as it adds so much to the stress people already face with health concerns.

Hope you all have a great day and thanks again!

Redx

Nice one , proves what I said one week ago 🎂🎂🎂😁😁😁👍👍👍