Parking appeal gone straight to debt recovery

maxsti15

Hello,
Looking for help with parking fine issue, details as follows. 

My Mum was given a parking fine at a local hospital in March 2022. She had used one card and it got rejected and used another which she thought had gone through. Unfortunately it hadn’t and a couple of weeks went by and she received a fine.
As we had been visiting the car park every day for weeks as my Dad was an in patient, and at the suggestion of the hospital, we put in an appeal with her initial rejection ticket and a bunch of other tickets from various days (showing how much we had used it and paid) to ask for a waiver. It was a genuine error and we hoped that might be understanding.

We didn’t receive any further correspondence regarding the matter and assumed it had been waived.

Today (8 months later), my Mum received a letter from Debt Recovery, demanding £170 for the unpaid fine.

I’ve tried calling the debt recovery and they eventually called me back and hung up when they found out my Mum was not with me. I then rang them later (with Mum) but couldn’t get through to anyone. The reviews are terrible, ‘rude’, ‘trouble getting through etc’, Said they sent letters when they didn’t, 

I couldn’t get through to the parking company either. 

My question is what now? Tried Citizens Advice but cut off after an hour. We haven’t had a response to our appeal. No further letters with a revised amount. Just this letter from Debt Recovery after so long. Happy to pay a fair price if they are rejecting our appeal but don’t know how to go about things now,

Loath to speak to Debt people and wait 2 hours for a response, abuse and get nowhere.

Any advice would be gratefully received. 

Many thanks, Jo

Umkomaas

I then rang them later (with Mum) but couldn’t get through to anyone. The reviews are terrible, ‘rude’, ‘trouble getting through etc’, Said they sent letters when they didn’t, 

You'll be glad you didn't get through - those reviews tell you everything. There is no useful purpose in trying to speak with them on the telephone. In fact, you must ignore DRP completely - they cannot do anything to harm your Mum.

Please read the NEWBIES FAQ Announcement, fourth post, which explains exactly why you should never attempt to contact DRP.

More importantly, which parking firm are involved?

KeithP

I think your mum needs to be more assertive with the hospital.

Their Patient Advice and Liaison Service (PALS) need to address this.

They have responsibilities.

Have a look at these few words from NHS car parking guidance 2022 for NHS trusts and NHS foundation trusts...

Grizebeck

Dont ring Debt Recovery Plus

maxsti15

Umkomaas said:

I then rang them later (with Mum) but couldn’t get through to anyone. The reviews are terrible, ‘rude’, ‘trouble getting through etc’, Said they sent letters when they didn’t, 

You'll be glad you didn't get through - those reviews tell you everything. There is no useful purpose in trying to speak with them on the telephone. In fact, you must ignore DRP completely - they cannot do anything to harm your Mum.

Please read the NEWBIES FAQ Announcement, fourth post, which explains exactly why you should never attempt to contact DRP.

More importantly, which parking firm are involved?

Just spent 30 mins trying to work out how to reply here!

Thanks for replying.

It’s CPM UK

Fruitcake

It is not a fine.

Never, ever 'phone a parking company or their agents.
Debt collectors are powerless and can safely be ignored.
Unless the keeper lives in Scotland, don't bother with CAB as they are generally clueless about the unregulated private parking industry and often give terrible advice to motorists.

As well as complaining to PALS and the head of the hospital trust, your mum should also complain to your MP.

Did the pay machine issue a receipt to say the charge had or had not been paid or that it had been rejected? We have seen a recent spate of motorists paying a charge to park only to find after the parking event that the payment has been cancelled or rejected by the recipient. This is a scam to deliberately generate a parking charge notice. 

Umkomaas

jostill said:

Umkomaas said:

I then rang them later (with Mum) but couldn’t get through to anyone. The reviews are terrible, ‘rude’, ‘trouble getting through etc’, Said they sent letters when they didn’t, 

You'll be glad you didn't get through - those reviews tell you everything. There is no useful purpose in trying to speak with them on the telephone. In fact, you must ignore DRP completely - they cannot do anything to harm your Mum.

Please read the NEWBIES FAQ Announcement, fourth post, which explains exactly why you should never attempt to contact DRP.

More importantly, which parking firm are involved?

Just spent 30 mins trying to work out how to reply here!

Thanks for replying.

It’s CPM UK

Just so you're aware, UKCPM are probably the most litigious operator in the country and a court claim is likely to follow in a few months time. Don't be alarmed, the forum can help you (your Mum) to fend them off if that happens. 

Meantime - push hard on PALS and get them to get this crap out of your Mum's life. Tell PALS just how much it is affecting not only her mental health, but her overall health as well. 

Come back for more advice after contacting PALS. 

maxsti15

Fruitcake said:

It is not a fine.

Never, ever 'phone a parking company or their agents.
Debt collectors are powerless and can safely be ignored.
Unless the keeper lives in Scotland, don't bother with CAB as they are generally clueless about the unregulated private parking industry and often give terrible advice to motorists.

As well as complaining to PALS and the head of the hospital trust, your mum should also complain to your MP.

Did the pay machine issue a receipt to say the charge had or had not been paid or that it had been rejected? We have seen a recent spate of motorists paying a charge to park only to find after the parking event that the payment has been cancelled or rejected by the recipient. This is a scam to deliberately generate a parking charge notice. 

The first time it rejected the card it did and then after that no it didn't. She thought it had gone through.

Fruitcake said:

It is not a fine.

Never, ever 'phone a parking company or their agents.
Debt collectors are powerless and can safely be ignored.
Unless the keeper lives in Scotland, don't bother with CAB as they are generally clueless about the unregulated private parking industry and often give terrible advice to motorists.

As well as complaining to PALS and the head of the hospital trust, your mum should also complain to your MP.

Did the pay machine issue a receipt to say the charge had or had not been paid or that it had been rejected? We have

gseen a recent spate of motorists paying a charge to park only to find after the parking event that the payment has been cancelled or rejected by the recipient. This is a scam to deliberately generate a parking charge notice. 

Umkomaas said:

I then rang them later (with Mum) but couldn’t get through to anyone. The reviews are terrible, ‘rude’, ‘trouble getting through etc’, Said they sent letters when they didn’t, 

You'll be glad you didn't get through - those reviews tell you everything. There is no useful purpose in trying to speak with them on the telephone. In fact, you must ignore DRP completely - they cannot do anything to harm your Mum.

Please read the NEWBIES FAQ Announcement, fourth post, which explains exactly why you should never attempt to contact DRP.

More importantly, which parking firm are involved?

Just spent 30 mins trying to work out how to reply here!

Coupon-mad

PALS will cancel this for you the same day your family write to complain.  If they don't, escalate the complaint to the CEO of the NHS Trust.

maxsti15

Coupon-mad said:

PALS will cancel this for you the same day your family write to complain.  If they don't, escalate the complaint to the CEO of the NHS Trust.

I’ve just sent them an email, so I hope they do. Thank you for your help! 

maxsti15

jostill said:

Coupon-mad said:

PALS will cancel this for you the same day your family write to complain.  If they don't, escalate the complaint to the CEO of the NHS Trust.

I’ve just sent them an email, so I hope they do. Thank you for your help! 

Ok, so I haven't heard back from Pals, it does say up to 10 days to deal with messages! I've drafted a letter to send to CEO of the NHS Trust. Is there anything that I need to do regarding either the CPM or Debt Recovery? I.e. write them a letter or continue to ignore both? 

Just as a reminder, we appealed in April but heard nothing until November when we received the demand for £170.

TIA