Charge notice due to faulty Parkingeye computer

John116106

Hi I received two change notices from PARKINGeye in July and August for visiting a hospital in Cardiff. I was told I didn't register my vehicles as required as visitor. Fair enough if it is true I will pay the fine.
However I knew I have done the vehicle registry. I have actually visited the hospital a few times before as visitor or patient and have never received any fine notice. I have been there two days before the day I visited the hospital that brought the first charge notice in July. In the beginning I assume I didn't input the vehicle number plate properly due to carelessness. I went there again in August for a letter to confirm the visit that brought the charge notice however I received the second charge notice for this visit again although I did the vehicle registry as required. I even took photo of the moment when I did the vehicle registry

There are two computers in the reception area. On the welcome page there is option for blue badge holders, patient/visitor sign in, deliveries sign in. After agree with T&C, you type the vehicle number plate then press confirm button. After that there is option for receipt by email or text.  I have never tried to get a receipt. I usually press the exit button at this stage to complete vehicle registry directly. On the right computer I used to do the registry there is message shown on the screen ' Thank you, you have been registered as visitor today'. However on the other computer that I used twice and brought the charge notice this message didn't display after I pressed the exit button. The screen changed to welcome page directly. It looks the registration process was cancelled. Problem is that as visitor I didn't really know this is wrong and my vehicle registry failed. 

Both case appealed to parkingeye but failed. fist case appealed to POPLA, failed as well. I don't think the second appeal to popla will win. I don't think PARKINGeye and popla have done investigation properly. They simply assume I didn't do the vehicle registry as the number plate not in the system. However how can the number plate be there if there is issue with the computer. By the way on the second visit there was someone did mention to security guard that the computer didn't work properly. Also I visited the hospital twice after that and was told that computer doesn't work. There must have been a lot visitors been caught by that computer and issued charge notice due to the computer issue.

I would like to take the case to court not sure if any change to win the case. Thanks in advance for any advice

Coupon-mad

I was told I didn't register my vehicles as required as visitor. Fair enough if it is true I will pay the fine.

No it isn't fair enough, even if you had missed the keypad.  It is not a fine and we would NOT tell you to pay this under any circumstances. 

Please do not feel you have to pay private parking companies all the time they remain unregulated.

 I even took photo of the moment when I did the vehicle registry. 

On the second visit there was someone did mention to security guard that the computer didn't work properly. Also I visited the hospital twice after that and was told that computer doesn't work. There must have been a lot visitors been caught by that computer and issued charge notice due to the computer issue.

Complain to PALS if this is an NHS Hospital.  They will cancel it.

If a private hospital, then a written complaint to the clinic or facilities Manager and demand they sort this out and cancel both PCNs (attach scans or photos of both PCNs so that they can read the PCN number top right, and they can then email ParkingEye to cancel them both).

DO NOT try POPLA for the second one, just do the complaint.  If you get no joy, ask your local MP to step in and email the hospital to tell them about the faulty keypad and to lean on them and ParkingEye to cancel it.

The complaint from the MP might do well to also copy in the BPA, as well as ParkingEye:

enforcement@parkingeye.co.uk

sara.r@britishparking.co.uk

The second one there is Sara Roberts, Head of AOS at the British Parking Association.  Your MP may want to take it up with her directly.

MPs assist with these disputes and parking company bullying all the time, honestly.  It is a hot topic with the new Code of Practice and regulation of the parking industry looming.

John116106

Coupon-mad said:

I was told I didn't register my vehicles as required as visitor. Fair enough if it is true I will pay the fine.

No it isn't fair enough, even if you had missed the keypad.  It is not a fine and we would NOT tell you to pay this under any circumstances. 

Please do not feel you have to pay private parking companies all the time they remain unregulated.

 I even took photo of the moment when I did the vehicle registry. 

On the second visit there was someone did mention to security guard that the computer didn't work properly. Also I visited the hospital twice after that and was told that computer doesn't work. There must have been a lot visitors been caught by that computer and issued charge notice due to the computer issue.

Complain to PALS if this is an NHS Hospital.  They will cancel it.

If a private hospital, then a written complaint to the clinic or facilities Manager and demand they sort this out and cancel both PCNs (attach scans or photos of both PCNs so that they can read the PCN number top right, and they can then email ParkingEye to cancel them both).

DO NOT try POPLA for the second one, just do the complaint.  If you get no joy, ask your local MP to step in and email the hospital to tell them about the faulty keypad and to lean on them and ParkingEye to cancel it.

The complaint from the MP might do well to also copy in the BPA, as well as ParkingEye:

enforcement@parkingeye.co.uk

sara.r@britishparking.co.uk

The second one there is Sara Roberts, Head of AOS at the British Parking Association.  Your MP may want to take it up with her directly.

MPs assist with these disputes and parking company bullying all the time, honestly.  It is a hot topic with the new Code of Practice and regulation of the parking industry looming.

Thank you very much. I made complaint to parkingeye yesterday and emailed to enforcement@parkingeye.co.uk and concerns@wales.nhs.uk this morning. However the auto reply indicates PALS less likely get involved with parking ticket. 

'Please note that the Health Board is unable to intervene in any Parking Charge Notices (PCN) that a patient or visitor has received from this private company. Any appeal that the driver wishes to lodge must go through the process outlined on the reverse of the PCN.

KeithP

John116106 said:

Coupon-mad said:

I was told I didn't register my vehicles as required as visitor. Fair enough if it is true I will pay the fine.

No it isn't fair enough, even if you had missed the keypad.  It is not a fine and we would NOT tell you to pay this under any circumstances. 

Please do not feel you have to pay private parking companies all the time they remain unregulated.

 I even took photo of the moment when I did the vehicle registry. 

On the second visit there was someone did mention to security guard that the computer didn't work properly. Also I visited the hospital twice after that and was told that computer doesn't work. There must have been a lot visitors been caught by that computer and issued charge notice due to the computer issue.

Complain to PALS if this is an NHS Hospital.  They will cancel it.

If a private hospital, then a written complaint to the clinic or facilities Manager and demand they sort this out and cancel both PCNs (attach scans or photos of both PCNs so that they can read the PCN number top right, and they can then email ParkingEye to cancel them both).

DO NOT try POPLA for the second one, just do the complaint.  If you get no joy, ask your local MP to step in and email the hospital to tell them about the faulty keypad and to lean on them and ParkingEye to cancel it.

The complaint from the MP might do well to also copy in the BPA, as well as ParkingEye:

enforcement@parkingeye.co.uk

sara.r@britishparking.co.uk

The second one there is Sara Roberts, Head of AOS at the British Parking Association.  Your MP may want to take it up with her directly.

MPs assist with these disputes and parking company bullying all the time, honestly.  It is a hot topic with the new Code of Practice and regulation of the parking industry looming.

Thank you very much. I made complaint to parkingeye yesterday and emailed to enforcement@parkingeye.co.uk and concerns@wales.nhs.uk this morning. However the auto reply indicates PALS less likely get involved with parking ticket. 

'Please note that the Health Board is unable to intervene in any Parking Charge Notices (PCN) that a patient or visitor has received from this private company. Any appeal that the driver wishes to lodge must go through the process outlined on the reverse of the PCN.

Time for you to read this...

NHS car parking guidance 2022 for NHS trusts and NHS foundation trusts

In there you will see...

They simply cannot say it's nothing to do with them.

John116106

Thanks I will have a check.

Received new letter from parkingeye. Unbelievable. Neither Parkingeye nor POPLa has made any comment on what I stressed regarding the faulty computer which caused the whole vehicle registry process fail. I am wondering the chance to win on the court and how should I defend myself. I had photos taking at the moment when I did the vehicle registration however I didn't take video. I doubt the security guard who I talked may give any support as witness.


Dear Sir /Madam, Thank you for your correspondence received in relation to the above referenced Parking Charge. We recently received confirmation from POPLA that your further appeal had now been considered and that POPLA had found in Parkingeye’s favour. A copy of this decision should also have been provided to you and you were advised to pay the outstanding amount of the Parking Charge in order to avoid further action. As Parkingeye have previously rejected your appeal and a decision regarding your further appeal to POPLA has now been received, we are writing to inform you that we can no longer consider any further appeal points you wish to raise. We can confirm that £70.00 remains outstanding and full payment is required to prevent further action. Parkingeye is prepared to take legal action if necessary and should court proceedings be issued, further costs will be incurred. These will include, but are not limited to, the court claim issue fee and the solicitor’s costs. Payment can be made by telephoning our offices on 0330 555 4444, by visiting www.parkingeye.co.uk, or by posting a cheque/postal order to the below address. Please note that you must quote the above Parking Charge reference on the reverse of the cheque or postal order. Yours faithfully, Parkingeye Enforcement Team 

Coupon-mad

 I had photos taking at the moment when I did the vehicle registration.

Did you include them as POPLA evidence?

John116106

Yes the appeal to POPLA for second pcn for different vehicle is still in process however I doubt POPLA will support me.

Actually I mentioned to POPLA I received the second PCN during first appeal when POPLA asked me to reply PARKINGeye's response and have already mentioned the computer's issue however POPLA has made no comment on the decision.

Coupon-mad said:

 I had photos taking at the moment when I did the vehicle registration.

Did you include them as POPLA evidence?

John116106

I send a few emails to local councilors and local MP. One councilor has contacted Parkingeye regarding the issue.
I sent email to Sara Roberts this morning and copy to enforcement@parkingeye as well

John116106

Coupon-mad said:

I was told I didn't register my vehicles as required as visitor. Fair enough if it is true I will pay the fine.

No it isn't fair enough, even if you had missed the keypad.  It is not a fine and we would NOT tell you to pay this under any circumstances. 

Please do not feel you have to pay private parking companies all the time they remain unregulated.

 I even took photo of the moment when I did the vehicle registry. 

On the second visit there was someone did mention to security guard that the computer didn't work properly. Also I visited the hospital twice after that and was told that computer doesn't work. There must have been a lot visitors been caught by that computer and issued charge notice due to the computer issue.

Complain to PALS if this is an NHS Hospital.  They will cancel it.

If a private hospital, then a written complaint to the clinic or facilities Manager and demand they sort this out and cancel both PCNs (attach scans or photos of both PCNs so that they can read the PCN number top right, and they can then email ParkingEye to cancel them both).

DO NOT try POPLA for the second one, just do the complaint.  If you get no joy, ask your local MP to step in and email the hospital to tell them about the faulty keypad and to lean on them and ParkingEye to cancel it.

The complaint from the MP might do well to also copy in the BPA, as well as ParkingEye:

enforcement@parkingeye.co.uk

sara.r@britishparking.co.uk

The second one there is Sara Roberts, Head of AOS at the British Parking Association.  Your MP may want to take it up with her directly.

MPs assist with these disputes and parking company bullying all the time, honestly.  It is a hot topic with the new Code of Practice and regulation of the parking industry looming.

Thank you very much. I made complaint to parkingeye yesterday and emailed to enforcement@parkingeye.co.uk this morning.

John116106

PALS replied my email has been forwarded to car parking department who will contact Parkingeye and appeal the parking fines on my behalf

KeithP said:

John116106 said:

Coupon-mad said:

I was told I didn't register my vehicles as required as visitor. Fair enough if it is true I will pay the fine.

No it isn't fair enough, even if you had missed the keypad.  It is not a fine and we would NOT tell you to pay this under any circumstances. 

Please do not feel you have to pay private parking companies all the time they remain unregulated.

 I even took photo of the moment when I did the vehicle registry. 

On the second visit there was someone did mention to security guard that the computer didn't work properly. Also I visited the hospital twice after that and was told that computer doesn't work. There must have been a lot visitors been caught by that computer and issued charge notice due to the computer issue.

Complain to PALS if this is an NHS Hospital.  They will cancel it.

If a private hospital, then a written complaint to the clinic or facilities Manager and demand they sort this out and cancel both PCNs (attach scans or photos of both PCNs so that they can read the PCN number top right, and they can then email ParkingEye to cancel them both).

DO NOT try POPLA for the second one, just do the complaint.  If you get no joy, ask your local MP to step in and email the hospital to tell them about the faulty keypad and to lean on them and ParkingEye to cancel it.

The complaint from the MP might do well to also copy in the BPA, as well as ParkingEye:

enforcement@parkingeye.co.uk

sara.r@britishparking.co.uk

The second one there is Sara Roberts, Head of AOS at the British Parking Association.  Your MP may want to take it up with her directly.

MPs assist with these disputes and parking company bullying all the time, honestly.  It is a hot topic with the new Code of Practice and regulation of the parking industry looming.

Thank you very much. I made complaint to parkingeye yesterday and emailed to enforcement@parkingeye.co.uk and concerns@wales.nhs.uk this morning. However the auto reply indicates PALS less likely get involved with parking ticket. 

'Please note that the Health Board is unable to intervene in any Parking Charge Notices (PCN) that a patient or visitor has received from this private company. Any appeal that the driver wishes to lodge must go through the process outlined on the reverse of the PCN.

Time for you to read this...

NHS car parking guidance 2022 for NHS trusts and NHS foundation trusts

In there you will see...

They simply cannot say it's nothing to do with them.

John116106

I had a response from aos@britishparking.co.uk who suggested me launch a complaint however once I submitted the complaint on the website there is a message shown as below. I actually have done this before and there is no case number ever received.

Your complaint has been identified as a duplicate and has not been processed. You can check the status of the case we have registered with case number using this link. If the complaint is not a duplicate please either contact the office at aos@britishparking.co.uk or you can resubmit using the form tomorrow.


from AOS

Thank you for your email dated 10/11/2022 and addressed to Sara Roberts at the BPA, this has been passed on to me for review.

 

I can confirm that ParkingEye is a member of our Approved Operator Scheme which means that they are required to adhere to our Code of Practice. Our role is to investigate alleged breaches of our Code of Practice where evidence can be supplied – we cannot become involved in the appeals process or compel our members to cancel charges.

 

I note that you have appealed to the operator and to POPLA who have both rejected your appeals which means that you have exhausted the appeals process.  As POPLA is an independent appeals service, we are unable to become involved and we cannot compel them to overturn a decision.

 

If you believe that there has been a breach of our Code of Practice by a member of the Approved Operator Scheme you must submit your complaint using our dedicated online complaints portal.

 

Submitting your enquiry or complaint via our web portal will allow us to obtain the required information to thoroughly investigate. The portal will also provide you with an instant reference number which enables you to track the progress of your complaint.

 

I hope this information is helpful.

DO NOT try POPLA for the second one, just do the complaint.  If you get no joy, ask your local MP to step in and email the hospital to tell them about the faulty keypad and to lean on them and ParkingEye to cancel it.

The complaint from the MP might do well to also copy in the BPA, as well as ParkingEye:

enforcement@parkingeye.co.uk

sara.r@britishparking.co.uk

The second one there is Sara Roberts, Head of AOS at the British Parking Association.  Your MP may want to take it up with her directly.

MPs assist with these disputes and parking company bullying all the time, honestly.  It is a hot topic with the new Code of Practice and regulation of the parking industry looming.

Thank you very much. I made complaint to parkingeye yesterday and emailed to enforcement@parkingeye.co.uk this morning.