Today I parked at level -2 . Upon entrance, signage mentioned lifts were not working . I accepted this and continued to park on level -2 .

I was kindly helped to level -1 where I got a lifting by a staff member cleaning the car park.

I went out and then returned to pay for my ticket at the machine. Due to the lift only going to level -1 I went to the north lift and ended up in the bike sales area. I was lost and was then pointed to the south lift. Once I got to level -1. I had to get a member of public down to level -2 .

However once getting to the payment barrier it asked me for a further £4.90.

Both staff members were rude and unhelpful.

I explained my situation and that I had a baby and a pram to carry down. They were not understanding and insisted that I pay the £4.90 extra as I did overstated a “10 minute grace period”.

I asked to speak to a manager , they said there wasn’t one one.

I asked for the name of the staff member and he said his name was plazej, . He wouldn’t give me a surname .

I found the whole handling of this unacceptable.

There’s were no ramps or walkways , nor was there any accessible access.

I paid for my parking and the lack of service provided to me as a paying customer is simply not good enough. The service and attitude from staff members also lacked any empathy or understanding of the situation, they instead aimed to blame me rather than find a solution. Absolutely appalling service. I request a refund , and a written apology from Pazej. I also expect all staff members to be adequately trained to provide a service that helps. “Help” button should be a direct call to someone helping, not someone with a bad attitude who blames the customer .