HELP! Royal Free Hospital Hampstead and parkingeye/POPLA crooks!

Stas_y

Dear Everyone,

 

I want to apologize in advance if I sound repetitive, but I'm feeling quite frustrated, and I need to share my recent experience.

 

On July 1st of this year, my 7-year-old son fractured his arm while playing football. I rushed him to the hospital and parked in the Parking Eye-operated parking lot of the Royal Free Hospital Hampstead. At that moment, I immediately paid for a 2-hour parking ticket, as I thought we would be done by 9 pm.

 

However, things took an unexpected turn. After a quick X-ray, we ended up waiting for the doctor's assessment for over 5 hours. During this time, my phone battery died, and I couldn't find anyone with a charger. After 3.5 hours, we finally found a charger, but it was too late and I have overstayed my original paid-for parking for an hour and a bit. We left the hospital closer to 1 am, with my child in a cast.

 

During leaving, when I tried to pay at the on-site machine (I had previously paid through Justpark), it only allowed me to pay for the entire duration from the moment I entered the parking lot. Exhausted and frustrated, I didn't think clearly under the stress, so I left without paying for the extra time.

 

I received a ticket for overstaying, appealed it, but it was rejected. I even appealed to POPLA, but that too was rejected. In all my appeals, I mentioned that the parking operator should show more mercy and consideration, since this involved hospital parking. However, the POPLA rejection was based on technicalities, and it left me feeling unheard.

 

Now, I'm faced with a choice - whether to pay the £100 fine and move on or fight for what I believe is fair and just. I'm inclined to fight because I had no physical ability to pay for the parking extension. Why isn't anyone listening? I also wrote a letter to the Trust, but I received no response.

 

Here are some actions I've considered taking, and I'd appreciate your guidance on the best approach and sequence:

 

1. Approach the Patient Advice and Liaison Services (PALS) at Royal Free Hospital - visit them in person and discuss the situation.
2. Contact my local MP to seek assistance and support.
3. Lodge a complaint with the British Parking Association.
4. Reach out to Mr. Mustard - although I'm uncertain if he can assist, I'm willing to try.
5. Any other suggestions or recommendations you might have?

 

I want to express my gratitude in advance for any advice or assistance you can provide. Your support means a lot to me in this pursuit of fairness and justice.

 

Thank you all.

 

Sincerely,

KeithP

Clearly option one on you list is by far the best option.
Do it now... well... tomorrow.

Fruitcake

Go with options 1 and 2.

In your complaints, point out that being asked to pay twice for a parking period for which payment had already been paid in order to extend the parking period is unfair. Being unable to pay just for the extended parking period is a frustration of contract.

Stas_y

KeithP said:

Clearly option one on you list is by far the best option.
Do it now... well... tomorrow.

Yes. Intend to so ASAP, although a lot of information on this forum suggests these departments are usually not helpful.

Stas_y

Fruitcake said:

Go with options 1 and 2.

In your complaints, point out that being asked to pay twice for a parking period for which payment had already been paid in order to extend the parking period is unfair. Being unable to pay just for the extended parking period is a frustration of contract.

Have already emailed both my local MP and the MP of the area where the hospital is located. Will see the Hospital tomorrow or soonest. Thanks!

KeithP

Stas_y said:

KeithP said:

Clearly option one on you list is by far the best option.
Do it now... well... tomorrow.

Yes. Intend to so ASAP, although a lot of information on this forum suggests these departments are usually not helpful.

When PALS say they are not responsible, show them this document...
NHS car parking guidance 2022 for NHS trusts and NHS foundation trusts

Coupon-mad

Sadly, trying POPLA first was a mistake because PE are now unlikely to cancel because of that.

The Royal Free are also historically terrible at supporting patients over their beloved ParkingEye.  'Deluded' describes the responses I've seen in previous years from one particular awful woman who made it clear she didn't give a damn.  I hope she has left and they prove me wrong.

Stas_y

Coupon-mad said:

Sadly, trying POPLA first was a mistake because PE are now unlikely to cancel because of that.

The Royal Free are also historically terrible at supporting patients over their beloved ParkingEye.  'Deluded' describes the responses I've seen in previous years from one particular awful woman who made it clear she didn't give a damn.  I hope she has left and they prove me wrong.

I shall surely report. but not sure why Popla report was wrong? this is a course of action prescribed by the operator himself. from what you are saying they are not operating under logics or common sense, but rather trigger-happy rats with no interest in people. I think MPs are the best course of action. but this all looks like a Soviet nomenclature rather than a developed world. too bad.

Stas_y

UPD: Have been waiting till 10:20 at the RF's PALS office and not a single soul has turned up. 
Went off; tried ringing them for over 2 hours and no pick up.
Will be interesting...

B789

You should complain to the Trusts CEO directly, about both the failing of PALS and about your PCN.

Coupon-mad

Stas_y said:

Coupon-mad said:

Sadly, trying POPLA first was a mistake because PE are now unlikely to cancel because of that.

The Royal Free are also historically terrible at supporting patients over their beloved ParkingEye.  'Deluded' describes the responses I've seen in previous years from one particular awful woman who made it clear she didn't give a damn.  I hope she has left and they prove me wrong.

I shall surely report. but not sure why Popla report was wrong? this is a course of action prescribed by the operator himself.

It was a mistake for you to try POPLA.

It's not independent and you were unlikely to win, AND that kangaroo court has cost ParkingEye £27 which means they'll dig their heels in unless you have a robust MP who will push hard.

In the NEWBIES thread, PLAN A is 'complain to the landowner' and appealing is a farce, so it is waaaay down the advice steps. You could quite possibly have seen this cancelled the same week you received the PCN, had you come here first and tried PLAN A before any appeal.

Sadly you did it the wrong way round, having believed what the 'outrageous scam' letter said and therefore being corralled to POPLA by the operator who pays POPLA for a decision which the industry know is likely to be in their favour!  It is funded by the private parking old boys' club, for them and essentially it runs in their interests.  Does not consider mitigation.

This is why the Government is replacing POPLA and its rival, and is robustly regulating this rogue industry.