Parking Charge Notice - Premier Parking - The Salthouse Bar and Restaurant, Clevedon

StopMakingPoorPeoplePay

Hello, please help!

On 29th December I was issued with an unfair parking charge notice from Premier Parking due to overstaying the time paid for.  Long story short, I did pay £3 for 3 hours however the machine printed a ticket with the incorrect time after already taking payment.  It seems other people have had very similar issues with this car park.

I wrote this letter in response, including evidence I had, and sent it to Premier Parking LTD and emailed and sent via post:

Premier Park Ltd

PO Box 624

Exeter

Devon

EX1 9JG

 

Dear whomever this may concern,

 

Ticket number: 

Vehicle registration number: 

 

You issued me with a parking charge notice on 29th December 2023 but I believe it was unfairly issued.  I will not be paying your demand for payment for the following:

 

·         Fault with your ticket machine

As per my evidence shows (photo of ticket machine, ticket and receipt) I clearly paid £3 which was the amount stated for 3 hours parking.  The start time was 15:48 so end time for parking should have been 18:48, however your ticket machine said that payment was only until 17:00 and printed this on my ticket, not displaying the full time I had paid for.  My exit time was 17:27 which should have been within the time slot that I had paid for to park in the car park.  The person before me who used the machine also had problems with the ticket machine.  Therefore, it is unfair and unjust for you to issue me, or anyone else who paid for parking on Boxing Day (26th December 2023) a parking charge notice, when I/we paid the correct amount and that this parking charge notice has been activated due to your fault.  I will be making a formal complaint about this parking charge notice to your client, Salthouse Bar and Restaurant, who are aware that you have previously issued unfair parking charge notices to their customers.

 

 

If you choose to pursue me, please be aware that I will not enter into any correspondence and this will be the only letter you will receive from me until you answer the specific points raised in my letter.  I do expect an apology for your mistake and the stress you have caused during the festive season.  I do question how many people have received these unlawful notices and paid even though these situations are due to fault of yours.

 

Yours faithfully,

I received an email response from Premier directing me to their appeal process.  I responded saying, 'I am not engaging with your appeals process as I do not accept liability of your accusations when it is evident there was a fault with your ticket machine. Please refer to the letter attached to my previous email.'.  Premier have now asked for my driver's license or passport for GPDR reasons before they can respond to my letter via email, and this is not something I want to share with them.  Please could you advise on this?


I also sent Salthouse Bar and Restaurant facebook messages to make them aware of the situation, please see below:

Mon 18:06

You sent

Premier Parking have issued me (and I'm sure others) unfair and unjust parking charge notices from Boxing Day

Enter

You sent

There was a fault with their ticket machine with payments and time allocated to the customer, however are still demanding payments from your customers

Enter

You sent

I have written them a letter refusing to pay as I paid for parking for 3 hours and parked within that time limit

Enter

You sent

I wanted to bring this to your awareness as a regular customer of yours

Enter

Fri 11:55

You sent

Will I be receiving any response to my messages? It's been 4 days since I contacted and no response from you. Have you had any other customer contact you regarding unfair parking charges? This is not the first time this has happened to me in your car park.

Enter

The Salthouse Bar & Restaurant

Hi ...., Firstly there were no issues with the parking machine on Boxing Day There are cameras there with anpr which would have photographed you entering and leaving. What time was it so we can double-check with our pub cameras and what is your reg so that we can allocate your ticket that you allegedly paid for? What other customers received tickets? We actually don't have anything to do with the parking for reasons like this. Generally we find our regulars pay and get their refund and there is never an issue. The ones who complain and get upset are the ones that we can prove haven't paid. The parking is not unfair if the rules are applied and is there to prevent people that are not customers parking and going to the lake or for a walk etc. No other complaints have been received hence I asked who did you know who received a complaint. Your tone does not inspire me to help you and is bordering on being rude which I do not appreciate. I suggest you call and speak to Andrea or Gary at 01275 343303 as I am not based at the pub. Cheers, Tina

Enter

Fri 12:20

You sent

My reg is ........ If you look at my evidence (I have the parking ticket itself and the receipt of payment) then you will see that I paid the £3 for 3 hours but the machine did not show this and said I only paid until 17:00 (I made this payment at 15:48 which means according to the charge for parking, I should have been fully paid until 18:48 and left at 17:28, therefore there should not have been any extra charge to me, as I have stated and evidenced in the letter and email I have sent to Premier Parking LTD. Considering I am a paying customer I find the tone of your response accusational and I feel like you could be better at supporting your customers through unfair parking charges. It is very difficult to read tone in messages and if you see my tone as bordering rude I believe this is how you have received it rather than my intent. A professional tone is what has been used. I believe customer service skills could be improved on this occasion. The gentleman in front of me had similar issues with the machine, I am unaware if he has complained or not as I do not know him personally. Please provide an email address for Salthouse that I can forward my letter and evidence to, to prove that I am a paying customer and these extortionate charges are not applicable in this instance.

Enter

You sent

{picture of evidence - parking ticket from machine and receipt}

Enter

The Salthouse Bar & Restaurant

You speak to me rudely and dont like my tone? Firstly I addressed you with a Hi ....., you didn't even address me. We are The Salthouse and not Premier Parking so you should be speaking to them. We have a policy that we do not allow our staff to get abuse from customers and this counts as the same. You weren't accused of anything just the facts were explained to you. We never have issues with people who pay and don't overstay and get a refund. Issues are dealt with by the Premier - not us. If you don't like what I have said then I suggest that you call and complain to the owners Andrea and Gary. The number is 01275 343303. An email can be sent to info@thesalthouse.pub. Cheers Tina and that is another thing I used manners to sign off you didn't so who needs manners?

Enter

Fri 12:53

You sent

I'm sorry but your wording in your messages are personal and unnecessary. Yes I will be making a complaint. I have spoken to Premier who I am currently in conversation with and the legal advice I have seemed suggested I also spoke to Salthouse to make them aware. By no means did I expect to receive such an appalling response. I hope other customers do not get treated in such a way. Take care and enjoy your day.

Enter

You sent

I have seeked*

Enter

The Salthouse Bar & Restaurant

We are a small family business and not a corporation. You still haven't used any etiquette to message us. Yet you expect help. Good luck with Premier!

Enter

The Salthouse Bar & Restaurant replied to you

Original message:

I'm sorry but your wording in your messages are personal and unnecessary…

You need to take a long look at yourself and how you approach people. I have never had anyone so rude on our messenger before. Everyone is always so friendly and appreciate any help they can get. I will not be abused by you or anyone. Get your lawyers to sort it out and don't message us again Goodbye, Tina

Enter

08:56

The Salthouse Bar & Restaurant

Enter

The Salthouse Bar & Restaurant

This is generally how people ask for help.


I feel like I was direct rather than rude and this woman has taken it to heart.  She also contacted me the following day to prove how I should have asked for help from her (I was not asking for help just making them aware of the situation).  I have no intention to response to this person, however do you feel it's appropriate to make a complaint to the owners of the Salthouse regarding this communication and the parking charge notice?  Will it support my case at all.

Please guide me with next steps of this process.  Thank you!

KeithP

Premier Park Ltd or Premier Parking Ltd?

Two different companies. You mention both.

I hope you responded to the correct one.

Coupon-mad

Wow that Tina comes across as a rude old bag!  They are losing customers due to the ANPR system operated by Premier and that seems to have gone right over her empty head.

I received an email response from Premier directing me to their appeal process.  I responded saying, 'I am not engaging with your appeals process as I do not accept liability of your accusations when it is evident there was a fault with your ticket machine. Please refer to the letter attached to my previous email.'.  Premier have now asked for my driver's license or passport for GPDR reasons before they can respond to my letter via email, and this is not something I want to share with them.  Please could you advise on this?

Why on earth did you not appeal? Just appeal using our template.  In the NEWBIES thread.

Looks like you didn't come to this forum (to happily use the template appeal in the NEWBIES thread and learn how to win) and instead you used the (fairly awful) 'MSE guide to fighting PCNs' which gives a really really bad suggested dispute/complaint that encourages people to blab about who was driving and mitigating circumstances then refuse to appeal and instead take what they call a 'militant approach'...  

...which is really bad advice.

We've told MSE towers.  They improved it a tad but not enough.

Le_Kirk

Dear Salthouse Bar & Restaurant
I enjoyed my last ever visit to your establishment, which was only tainted by two things, the receipt of a PCN (when I did everything right in YOUR car park) and the attitude of your staff member.  People cannot afford to dine/drink out if every visit comes with a £100 surcharge.

Good-bye

StopMakingPoorPeoplePay

Thanks for your responses.

Premier Park Ltd

PO Box 624

Exeter

Devon

EX1 9JG - these guys, sorry didn't realise there were 2 different with similar names, typo on my side.

Ah right, so I should have appealed... Seems like I've now missed the boat there. Yes I used 'MSE guide to fighting PCNs' which I found in a Google search and assumed because it was MSE it was all relevent advice. I didn't look at the Newbies thread. Now that I have taken this approach any relevant advice on this would be helpful, and I understand in the future just to go straight to the newbie thread instead of elsewhere on the MSE site. Excuse my ignorance for thinking it was the same people giving the advice!

Le Kirk - I love it. 


Am I required to send proof of ID?

Coupon-mad

If the PCN was only dated 2 weeks ago then appeal online using the template appeal, now.

StopMakingPoorPeoplePay

It's over 2 weeks ago... Was dated 29th Dec 2023. Damn!

Coupon-mad

StopMakingPoorPeoplePay said:

It's over 2 weeks ago... Was dated 29th Dec 2023. Damn!

No idea what you mean.  You know from the daft PCN how long you have to appeal.

I wasn't saying you only had 2 weeks.

StopMakingPoorPeoplePay

Thank you for clarifying, clearly I misread.  Please bare with me as I am disabled and trying to navigate this.

StopMakingPoorPeoplePay

After my friend contacted The Salthouse bar on my behalf (via email this time), I had a response from a chap called Gary who has asked me to send across evidence and PCN.  I will submit an appeal as I have 28 days from the date of issue, which was 29th December, so I will appeal now.  Thank you.

StopMakingPoorPeoplePay

In fact, as I sent a letter via post also, which is a stated way to appeal, does that mean I have already appealed?  I'm going to complete the online form as well just to be sure, but this would be good information to know.