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May 30, 2023

Isle of Wight hospital parking meter problems

"Signage could be clearer" the company running the St Mary's Hospital car

"Signage could be clearer" the company running the St Mary's Hospital car parks has said this week, following a complaint from a County Press reader.

The confusing signs will be replaced, APCOA said.

A Newport man, who visited the hospital in February, raised the issue after visiting he hospital and parking at North car park.

He said: "This is controlled by number plate recognition. There is only one ticket machine at which one pays on leaving.

"The screen on this machine was reading ‘out of service.’

"It was therefore impossible to pay either by cash or card."

The help telephone to the attendant's base was dead, but there was a notice in the booth describing ways to pay.

The man noted he could pay by telephone within 24 hours, so he decided to do that rather than choose the app option, as he hasn't got a smartphone.

However, paying by phone didn't prove very easy. For a start, there was no phone number on the information board.

When the man got home, he visited the APCOA website and found the number himself.

He said: "Eventually – and I do mean eventually – I got through to an agent. I asked her for the telephone number through which I could make a payment of the fee which was £2.50.

"She told me that at location 2055 (St Mary's) the facility to pay within 24 hours was not available and as I had not paid I would be charged a fine.

"I pointed out that their own notice in the ticket machine booth clearly stated that this method of payment was available.

"She could only say that the sign was generic but didn't apply at St Mary's.

"It seems to me quite disgraceful that the payment method was not in fact available."

Following the County Press enquiry, a spokesperson from APCOA, the company that runs the trust's car parking service, said: "APCOA would like to thank the customer in question for getting in touch, as feedback is very important to our business.

"We have taken on board that signage could be clearer and have therefore ordered additional signs for the St Mary's car park.

"In addition, we would always encourage any customers who feel that they been charged incorrectly to contact our customer services team on 0345 301 1151 who will do their utmost to resolve any issues."

It follows an apology from APCOA in January, after it mistakenly overcharged some motorists at the hospital.

An investigation was carried out after a County Press reader raised the issue and asked why she had paid £6 for a ticket when only £5 was advertised on the parking board.

Contact APCOA - emailing [email protected] - before March 31, 2023

Provide the date of your visit or visits

Provide your vehicle registration and whether you paid by cash or card

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