ParkMaven to cancel erroneous parking notices

Motorists paid for parking at Cumberland Infirmary but were fined, prompting ParkMaven to apologise and cancel affected notices.

Carlisle hospital parking fines prompt ParkMaven apology

At least five motorists in Carlisle reported receiving parking fines at Cumberland Infirmary after they had paid for their stay. The notices were issued by ParkMaven Ltd, the external firm contracted to manage hospital parking, and cited a lack of valid parking session. Since September 2024, the car park has used automatic number plate recognition to track payments.

ParkMaven said the issue stemmed from an unforeseen technical communication fault between car park terminals and its compliance platform. The company stated that fines issued in error will be fully cancelled and that affected customers will receive formal cancellation letters. It added that no action is required on the part of those who were wrongly fined and that the investigation will include safeguards to prevent a repeat.

The episode tests the reliability of automated parking systems around essential sites. A fault that penalises paying visitors at a hospital can erode trust in both the facility and the contractor. The apology and promise to cancel fines are necessary first steps, but the episode highlights gaps in customer service channels when people face urgent, sensitive circumstances. For the hospital, the incident carries reputational risk as well as questions about oversight of an external vendor. For ParkMaven, it underscores the need for transparent remedies and clearer communication when errors occur.

Highlights

Trust in essential services rests on reliable systems and clear, compassionate responses to mistakes.