I received a parking charge notice from Smart Parking in September 2023, after parking at Haven Banks Retail Car Park, Exeter in August (This Google Maps image shows where the entrance was at the time i.e. it has been altered:
https://www.google.com/maps/@50.7169334,-3.5310927,3a,75y,223.83h,73.25t/data=!3m7!1e1!3m5!1syc0noyXP4B-X2mZpYroQ9A!2e0!6shttps:%2F%2Fstreetviewpixels-pa.googleapis.com%2Fv1%2Fthumbnail%3Fcb_client%3Dmaps_sv.tactile%26w%3D900%26h%3D600%26pitch%3D16.753880318507%26panoid%3Dyc0noyXP4B-X2mZpYroQ9A%26yaw%3D223.831966445592!7i16384!8i8192?entry=ttu&g_ep=EgoyMDI1MTEyMy4xIKXMDSoASAFQAw%3D%3D. I have a photo of the signage taken in October 2023.)
It took them a full month to send the PCN. I entered into communication with them, in the naive hope that my challenge would be dealt with fairly, confirming I was the driver.
I hadn’t kept the parking ticket. But I can, however, be certain I had bought a ticket as we had purchased a new car literally the day before and I didn’t know the number plate, and I remember I had to re-park it in the car park to see the registration from the ticket machine. And, I can be certain I paid for the correct amount of time as the company’s entry/exit photographs show I stayed less than two hours and the minimum purchase time allowed is two hours.
Further, my husband had travelled separately and as I was leaving the car park I met him returning to the other Haven car park (council owned) to add money to his parking time. It is inconceivable that I forgot to pay.
I appealed, explaining all the above but the company produced a computer search showing no payment results against my number plate (a single search against the correct characters, running together). And it maintained I had paid for “insufficient time”.
Possibly something went wrong with the registration entry, but I would suggest that was down to the machine (or later manipulation of the data) not me as I was so focused on getting it right, it being a new car.
I appealed to POPLA and lost as it found the company had followed the correct procedure.
It seems to me it is in the company’s interests for users to lose tickets and/or mis-type their registration etc etc. And that the machine might not operate smoothly with that result in mind. Or that the data could be manipulated later.
That car park is less-well-used than the neighboring one despite being cheaper (because of Smart Parking’s reputation?) so maximizing income from legitimate parking is presumably not the aim.
After losing the appeal I chose to ignore all communications from the company.
Interestingly, Debt Recovery Plus' letters ended in April 2024 only for DCBL to commence writing in August 2025. They sent a letter of claim in October 2025 and I have just received their County Court Claim Form. I can upload any/all of the correspondence but wanted to check first what elements might be of use. Thanks in advance.