Private parking NHS hospital paid parking to wrong location

The circumstances are as follows:

The driver parked at University Hospital Lewisham on 7 July 2026 and made a payment through PayByPhone app covering 11:00–12:00 at the correct hospital parking location.

The driver was in the middle of an appointment when the parking period expired.
A further payment was then made through PayByPhone for 12:05–13:05. Unfortunately, the PayByPhone application had displayed/selected a different nearby location and the driver inadvertently made this second payment against the incorrect location.

The driver therefore made a genuine further payment while still parked at the hospital and left the car park at approximately 12:41. There was no attempt to avoid payment.

The PayByPhone records provide clear evidence of both payments and demonstrate that payment was made for the period in question.

An appeal has been sent to WISE with the details above which was denied. Unfortunately this went to the drivers spam folder and was missed and now missed the deadline for an independent appeal with IAS.

Researching online and on chat gpt the driver could request WISE for a non standard IAS appeal as it’s out of the deadline (28 days) and try going that route. If I understand well if wise allows this than a normal appeal can be made with IAS.

Reading here in these forums the driver could also try to complain to Pals but not sure to which reason pals would side with the driver.

And then the further issue here is that this is now with a debt collector. That the driver plans to email them to request a pause while this is being disputed.

Does this sound like a good way of going around this and any suggestions on this case in order to get this cancelled? 

PCN Wise parking

Wise appeal reply

Debit Collector Letter

WISE has to pay something like £23 for you to appeal to the IAS, so they may well not give you that option. But good luck anyway.
By far the best thing to do with debt collectors is to ignore them completely. If you write to them for any reason they’ll think they are in with a chance of extracting money from you. They are completely powerless, but just make sure that if you get a Letter of Claim from a solicitor (who might have a similar name to the debt collectors) that you respond to it.

If you want better advice, please read and follow http://www.ftla.uk/private-parking-tickets/read-this-first-private-parking-charges-forum-guide/ and show us the Notice to Keeper and the text of your appeal. If the driver has not been identified then WISE has not even attempted to use to transfer liability from the unknown driver to the registered keeper in cases reported here in the past.

All documents are listed in the original post, PCN, Appeal details and debit collector letter.   I am trying to locate the wording of the appeal but as this was done online I may not find but I can confirm that the driver was not identified in any details of the appeal email and the register keeper was who made the appeal clarifying that it was only the registered keeper and will not name the driver.