"Speaking to Security was a helpful experience"

About: Sunderland Royal Hospital

What I liked

Car Parking Kayll Road Carpark Sunderland Royal Hospital.

I had difficulty regarding Parking Eye Car Park Management issuing a Parking Charge for an over stay of 1minute 05seconds during a visit to the Accident /Emergency Dept in August 2012. The parking ticket did not show the Vehicle registration number correctly. A parking charge of £60.00 was made by Parking Eye. On visiting the on-line site of Sunderland Royal Hospital I was shown the telephone number of the Security Management at Sunderland Royal Hospital. After explaining the circumstances of the Parking Charge levied against my vehicle, a down to earth approach was made by the Security Manager regarding this charge regarding the time parked and the time departing does take a few minutes to get to the exit gates of the hospital plus the fact that the vehicle registration number was not showing correctly on the purchased carpark ticket. They agreed to have a look at the letter from Parking Eye and the ticket purchased on the day in order to rectify the Automated/Camera issue of the Levied Parking Charge. It was nice to be treated in a civil manner and a helpful attitude and the feeling that someone is going that extra mile to assist me. Thank you.

What could be improved

For Parking Eye to give a few minutes Leeway in order for motorist to locate a parking bay and payment machine and vice versa a couple of minutes for vehicles to vacate the carpark an reach the exit gates. Also ticket machines to be calibrated often in order that correct inputs show up on the tickets purchased.

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Response from Sunderland Royal Hospital

Thank you for your comments about our security manager and that you felt you were treated fairly by us. We would encourage individuals who have had problems with the car park to contact us so that these can be resolved in a reasonable manner. Parking Eye does provide patients with some time to leave the site, apologies that the vehicle number did not show correctly on the ticket as this may have been the reason for the charge. Our machines are now correct and hopefully this will not recur.

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