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A parking firm has backtracked on a £100 fine after KentOnline took on a car owner’s case.
Pensioner Robert Martin had two appeals rejected and was being threatened with the bailiffs when he asked for our help.
The 75-year-old’s woes began on August 20 last year when he paid a visit to Maidstone town centre with wife Linda.
They parked their white Kia at The Mall complex in Romney Place - paying £4 for their stay.
However, much to the couple’s shock, a week later they were told they owed £40 for failing to pay.
East Peckham resident Robert was perplexed by the situation and appealed on the grounds some of the payment kiosks had been playing up – something he says other customers were experiencing.
He argued he had been wrongfully penalised, but this was rejected.
He said: “I stupidly didn’t ask for an email payment receipt – a thing I do instinctively now.”
The car park is managed by Your Parking Space alongside ParkMaven, which acts as the enforcement company, and this is not the first time customers have faced parking issues at the Mall.
In 2021 KentOnline reported how a former IT specialist had warned shopping centre bosses about flaws in their new parking system after other drivers were hit with £100 fines.
But it had proved to be a continuing issue last year as shoppers were still being unfairly sent bills in the post, despite following rules at the ANPR car park.
A You Parking Space spokesman had said it was a result of a recent software update and that its team was actively investigating the matter.
Robert attempted to appeal a second time after retrieving a bank statement showing he had paid £4, but as the payment was not fully processed until the next day, it was again not accepted.
The pensioner said: “I then went to my bank and explained the situation about the parking fine and the chap immediately said ‘Is this the car park?’ and pointed towards the Mall.
“He then said they had several requests for bank statements of the exact time and day my debit card was used to pay for parking.”
After two rejected appeals, which is the maximum times a person can challenge a fine, the total money owed had risen to £100.
Robert then contacted Your Parking Space directly on WhatsApp and sent the statement.
He says staff then accepted the payment had been made, sent a receipt and apologised for the inconvenience.
He said: “I thought that was the end of the matter – this is now possibly two weeks before Christmas.
“But, last week I received a final notice to pay £100 in five days or I would face being taken to court and possibly bailiffs sent to my home.”
After speaking with the Citizens’ Advice Bureau on Tuesday (February 4), Robert was advised it was in his best interest to cough up the money as the receipt does not include his car registration or time stayed, and so it would not hold up in court.
He said: “They advised me to pay and get them to try and claim back but looking on the web hardly anyone gets paid back.
“I just want people to be aware, we are both pensioners and as with everyone, money is tight.”
After speaking to KentOnline, Your Parking Space said had reconsidered his complaint.
A spokesman said: “We take all customer concerns seriously. After reviewing this case internally, we can confirm the correct appeals process was followed, and multiple opportunities were provided for Mr Martin to submit evidence of his payment.
“However, as a gesture of goodwill, we have decided to issue a full refund, covering the original parking charge and the penalty fee.
“We remain committed to ensuring a clear and fair appeals process for all customers.”
When we told Robert the news, he said: “You’re joking me?
“Thank you but I am dumbfounded really – the fact it took ‘big brother’ to step in and help the ‘little man’.
“I thank you very much but this has gone on for months but as soon as you get someone with a bit of clout, they bow down to it.
“It’s crazy, it’s all wrong – I just want to warn other people to get a receipt.”
KentOnline knows our readers often face constant hurdles and unbending bureaucracy when complaining about being treated unfairly.
If you have any issue you need help with, get in touch with our consumer champion, Elli Hodgson, by emailing ehodgson@thekmgroup.co.uk
