Wise Parking QE Hospital PCN

mn1999

Wife visited hospital on 14/11/22 afternoon, upon arrival, she took a photo of the PayByPhone sign and asked me to pay then she left for appointment. The problem started here, the PayByPhone app seemed not functioning at that particular day/time, during the next 40 minutes, I have been logging in and out of the app trying to pay the parking, the app shows an error message of: "PayByPhone cannot process your request at this time (grant request is invalid)". I could log in to the app, but whenever the QE location was clicked, it returned the error.

As a result, when she returned to the car 40 minutes later, I haven't managed to make the payment yet. Some days later (it only took them TWO days to issue the PCN letter, dated 16//11, very efficient), we received the PCN post, alleging we violated the T&C and need to pay them. Wife mentioned that by the time she collected the car, there were other drivers that were also experiencing the same problems, and they could not use the coin payment terminal either.

Having read through the relevant posts (3 posts) regarding "Wise Parking", looks like there is a bumpy road ahead of me, we are facing a greedy and stubborn PPC and a member of the IPC.

Emailed to PALs already, got the following response on 29/11:

"Good Morning

Thank you for your email.

Unfortunately, we are not able to intervene with parking issues. I can only advise that you follow the appeals process on the PCN directly to Wise parking.

Kind regards"

Haven't bothered appealing to Wise yet knowing the result I would get.

Worth fighting? I have kept some screenshots the APP failure, but not for the whole duration, only half way through I realised I needed some evidence. No evidence of the coin terminal not working though.

Coupon-mad

ALWAYS worth fighting!

Take your complaint further, to the CEO of the NHS Trust and ask your MP to support this as a formal complaint.

Forget using IAS.  Make complaints instead.

Le_Kirk

Hava a look at this link -
https://www.gov.uk/government/publications/nhs-patient-visitor-and-staff-car-parking-principles/nhs-patient-visitor-and-staff-car-parking-principles
and specifically this: -

Contracted-out car parking
NHS organisations are responsible for the actions of private contractors who run car parks on their behalf.
NHS organisations should act against rogue contractors in line with the relevant codes of practice where applicable.
Contracts should not be let on any basis that incentivises additional charges, for example ‘income from parking charge notices only’.

....................then go back to PALS and tell them to read it!

mn1999

Thanks Coupon-mad & Le_Kirk for your replies, I have sent the PALs another email with the information provided above, cc to the CEO of the NHS trust.

Once I got any reply, will be back here posting.