UK Parking LTD keeper appeal deleted – Castle Car Park Windsor

NotByChance

Hi all,

Could I get a quick sense check on an issue with an IPC operator (UK Parking Ltd – Castle Car Park Windsor, CASTLE 004)?

I’ve read the MSE Newbies thread (after the timeline before unfortunately) , so I’m not looking to jump straight into IAS arguments, just trying to understand whether the process here has gone off track.

Timeline:

1. PCN issued (P&D overstay after expiry)
2. 4 days later: keeper appeal submitted via paymypcn.net portal (keeper option selected). Appeal acknowledged and reference issued same day
3. 3 days later after point 2: operator email stating appeal was “removed and deleted” and that only the driver can appeal
4. Notice to Keeper later issued stating appeal had lapsed
5. IAS attempt made within timeframe but PCN not recognised
6. Followed up via email to parking operator as the keeper
7. They replied stating repeating timeline events and stating only the driver could appeal.

Issue: IAS access is now being refused by the operator on the basis that no appeal exists because it was deleted after submission and acknowledgement.

However:

1. the appeal was submitted on time
2. it was acknowledged and given a reference
3. it was then deleted instead of being formally rejected
4. this is now being used to block IAS access

Questions:

1. Is this normally treated as procedural unfairness / denial of ADR where the operator has effectively prevented IAS access by deleting a valid appeal?
2. Is it actually valid for them to say “only the driver can appeal” when their own system offers and accepts keeper appeals?

I imagine the advice will be wait until a court letter before action, seeing as IAS appeals are often as successful as a chocolate fireguard..

Thanks in advance.

NotByChance

Sorry submitted this from my phone so some auto correct has (incorrectly) take place..

I've read the MSE newbies thread after the timeline posted BELOW (now above)..

Coupon-mad

Get your MP to complain.

Please could you screenshot your evidence of you appealing then them deleting it?!

I'd like to show this to the CMA and MHCLG.

NotByChance

https://forums.moneysavingexpert.com/discussion/comment/81970901#Comment_81970901

Absolutely. I'll send it over message if that's convenient.

NotByChance

Just a brief update!

After a few back and forths with the operator, they’ve now reluctantly come back saying:

1. I can appeal as keeper
2. they can “log” my original appeal or I can submit a new one
3. they still intend to hold me liable under POFA

I've ofcourse asked them to log my original appeal, which shouldn't be possible if they deleted it... Right... Right… strange how things work when it's convenient 😂.