Civil Enforcement Ltd - Mental Health Hospital PCN

mzungu2003

Hi,

I've read through the newbies thread, but want to check what my first action should be, as I'm not entirely sure which stage I'm at.

I received a letter from Civil Enforcement Limited on Friday (14th Nov 2025) headed 'Parking Charge Notice (PCN) Reminder Before Further Action'. This is the first letter I've received from Civil Enforcement Limited. The incident date is listed as 27th Sep 2025, with the PCN issue date as 30th Sep 2025 and the issue date of the reminder notification as 5th Nov 2025. The postal service for our street is notoriously slow, so it doesn't surprise me that a letter dated 5th Nov has turned up on 14th Nov, but I've not received anything before this letter. The letter advises an amount of £75 is due within 14 days (19th Nov) and that it is too late to pay at a lower rate.

The incident date relates to a visit to a mental health hospital, where I had to take a friend to the crisis department for an emergency appointment. It was a very stressful situation at the time, so it didn't occur that it was a 'permit only' car park, which required the input of a registration number into a terminal. This wasn't highlighted by any staff at the hospital department reception and we were caught up with helping my friend as quickly as possible. I've checked on Google Street View this afternoon and notice that there is a small 'Permit Holders Only' sign as you turn into the car park, but I'll need to travel back to the hospital to see what other signage is actually on the car park itself. I've tried getting hold of the PALS team at the hospital this afternoon too, but the phone number just rings out without any answer and there isn't an email address listed on the NHS website.

If I'm unable to get hold of the PALS team or they're unable/unwilling to assist, do I have a case to appeal if Civil Enforcement proceed to court? It's understandable that I should have been more aware of the T&Cs signage at the time, if it's present on the car park we used that is, but it wasn't exactly the most immediate thing on my mind at the time.

Sorry for the long ramble of a post, the advice I'm seeking is:
- Do I have a case to appeal (despite it being more than 28 days after PCN issuance)?
- If I don't have a case, do I just pay the £75 fee before Wednesday?
- Otherwise, do I just wait for a Claims Form to come through, if I can't reach/resolve with PALS?

Thanks for any advice that anyone can offer.

Gr1pr

Keep trying PALS, plan A

It seems that its too late to appeal to CEL

if you receive a Money Claim,  you would defend as the defendant,  not appeal 

mzungu2003

Thanks @Gr1pr - I'll continue trying to get hold of PALS

Coupon-mad

- Do I have a case to appeal (despite it being more than 28 days after PCN issuance)?

Generally, no 'appeal' is worth trying anyway but you could send an online complaint to CEL (not appeal) saying that the first letter never arrived so you were denied an appeal and you will report them to the BPA if they fail to consider a late dispute. Attach proof of why you were there and explain the emergency and that no staff mentioned the hidden keypad.

They might offer to settle for £20, which you might consider, if so minded.

- If I don't have a case, do I just pay the £75 fee before Wednesday?

No. it's not a fee or fine. Good people don't pay scam demands to make them go away.

- Otherwise, do I just wait for a Claims Form to come through, if I can't reach/resolve with PALS?

Yes indeed. Perfectly valid options.

mzungu2003

Thanks for the guidance @Coupon-mad, the reason I included the option of paying the £75 was due to concern that it'll inflate to £170+ if it reaches court and is upheld, as I'm aware that the conditions of parking may have been broken, even if unintentionally in a stressful situation without guidance by the hospital staff.

Have tried reaching the PALS team multiple times again this morning without success, their phone line only keeps you on hold for 3 mins before kicking you out each time. Have found an email address and sent them a complaint, asking for the PCN to be revoked.

Have also sent off a complaint to CEL via their online form. Will wait and see what comes back from both avenues now.

Gr1pr

If you get no joy from PALS, email the CEO

mzungu2003

Quick update:

I've had more success at communication via email. PALS responded to advise I need to email their car parking team. Sent the same complaint to the car parking team, who have responded immediately to advise that due to it being more than 28 days since issuance of the PCN, they're unable to cancel it themselves and have had to put a request in with CEL to do so 🙄

Importantly, they have confirmed that they have no desire for service users of the hospital to be charged.