Hospital parking charge appeal: start with PALS

Why start with PALS

The parking company works for the hospital. Hospitals can often ask it to cancel a charge for a patient or visitor, especially where an appointment overran or there was an emergency. PALS is the hospital team that deals with concerns from patients and visitors, so it's usually the right first contact. Some hospitals also have a car parking office that can help directly.

Who should get free hospital parking in England

NHS guidance for hospitals in England says free car parking should be given to those in greatest need. That includes:

• Disabled people
• Frequent outpatient attenders
• Parents of sick children staying overnight
• Staff working night shifts

If you fall into one of these groups, say so in your letter to PALS and include proof, such as a blue badge or your appointment letters.

Each hospital applies the guidance in its own way, often through a permit or a validation process at reception. If you qualify but didn't know you had to register your car, explain that to PALS.

If your appointment overran

Clinics often run late, and you can't leave in the middle of an appointment to top up a ticket. Ask the clinic or ward for a note confirming the time you were seen or discharged — it's strong evidence.

How to ask for the charge to be cancelled

1. 1

   Step 1: Find the PALS contact

   It's on the hospital's website, often with an email address.

2. 2

   Step 2: Gather proof

   Appointment letter, text message reminders, discharge papers, or anything showing why you were there and for how long.

3. 3

   Step 3: Write to PALS

   Give the date, the parking charge reference and the parking company's name, and ask them to have it cancelled.

4. 4

   Step 4: Appeal to the parking company too

   Don't wait for PALS. Send your appeal before the deadline and mention that you've asked the hospital to cancel it.

What to write to PALS

Keep it short and factual. Include:

• Your name, and the patient's name if you were visiting.
• The date and time of the appointment or visit.
• The parking charge reference and the parking company's name.
• Why you were delayed or couldn't pay, if that applies.
• What you're asking for: that the hospital asks its parking company to cancel the charge.

Attach your proof. If you're a blue badge holder, include a copy of the badge, covering any personal details you don't need to share.

If PALS can't help

Don't be put off if PALS is slow to reply — it often deals with many requests. Carry on with your appeal to the parking company and, if needed, the free independent appeal — see the POPLA appeal guide. You can also make a formal complaint to the hospital if you think its parking arrangements were unfair.

NHS staff parking charges

If you work at the hospital, contact your manager or the estates and facilities team as well as appealing. Permit problems, such as a permit that didn't display or a car change that wasn't recorded, are often easier to sort out internally. Keep a copy of your permit and any emails about it.

Common situations

• The appointment ran late, so the paid time ran out.
• A payment machine or app wasn't working.
• You were dealing with an emergency or a very ill relative.
• You were caring for a child or a vulnerable adult and lost track of time.
• You were a blue badge holder or a frequent outpatient.
• You were a few minutes over — check the parking grace period.

If you also typed your registration wrongly at a machine, see entered wrong registration. You don't have to say who was driving, but never say anything untrue. Examples on this page are illustrative and based on typical situations, not real cases.

This is a free self-help guide, not legal advice. Check your own letters and dates. If you're unsure, get free advice from Citizens Advice. Written by the Parking Help team.