IMPORTANT NOTES

You cannot use this appeals portal:

• If your case is with our debt recovery agent and/or solicitors, the deadline for appealing has elapsed.
• To appeal multiple Parking Charges via one appeal form, you must appeal each one individually.
• If you are a Hire / Lease company (see below).
• To nominate a driver or hirer.

HIRE / LEASE COMPANIES

As per the Notice to Keeper:

• A liability transfer request is not an appeal; therefore, any transfer request made via the online appeal form will not be addressed or responded to.
• Please refer to the Notice to Keeper and Section 13 of POFA for Liability Transfer instructions.
• We have opted out of the MOU between The BVRLA and The IPC, therefore, all liability transfer requests must comply with POFA in the first instance (if you wish to transfer liability successfully).
• We will not process or respond to non-compliant requests or assist you in complying by requesting any documents missing from your submission.

FREQUENTLY ASKED QUESTIONS:

Q. ‘I was issued a Parking Charge for overstaying the period paid for in a tariff-based car park. I paid for X hours of parking, but it took me a while to unload/load my vehicle. I returned to my vehicle before X hours from the time of my transaction had elapsed; will you cancel the Parking Charge?’

A. We will not cancel the Parking Charge in this scenario. Parking is the occupancy of land; therefore, just like in a barrier-controlled car park (we opt not to install costly/unreliable/congestion-causing barriers); naturally, customers must pay for their occupancy in full. As such, the tariff applies from the time of entry until the time of exit; it does not start from the time of your transaction.

This policy is conveyed to motorists via clear and prominent signage on entry, at each payment terminal and throughout the car park.

Q. ‘I was issued with a Notice to Keeper stating that my vehicle was ‘Present without payment having been made for the duration of my stay’ in an ANPR monitored car park. I am 100% sure that I paid for parking, but I don’t have the ticket to prove it; what can I do?’

A. All payments are digitally recorded in this setting (one of the advantages of ANPR); therefore, it is straightforward for us to search our records for payments made under any given registration number.

That said, if you are certain that you paid for parking, it can only be the case that you either a) overstayed the period paid for; or b) entered your registration number incorrectly, as the software would not have issued a Parking Charge if everything was in order.

Q. “I was issued a Parking Charge for not displaying a ticket/permit correctly; if I send you a ticket/permit will you cancel the charge?”

A. We will NOT cancel the charge if a ticket /permit is submitted retrospectively. It is the driver’s responsibility to take the due care and attention necessary to ensure that a ticket/permit is displayed for inspection in order to avoid a charge.

Careful placement and a brief glance after locking the vehicle are all that is required; it is unacceptable to blame the wind/passengers/pets.

You should appreciate that we have to account for the costs associated with issuing and administering the Parking Charge, plus any subsequent administration costs thereafter, all as a direct result of the driver’s negligence. Ultimately, the charge was incurred due to a failure to DISPLAY a ticket/permit… NOT failure to have access to one.

Q. “I was getting some change to buy a ticket, will you cancel the charge?”

A. There is no period of free parking, and there is an expectation for motorists to plan their day efficiently and have sufficient change with them BEFORE arrival (if cash is your intended method of payment).

Q. “The payment terminal was not working, so I thought it would be acceptable to park for free; will you cancel the charge?”

A. No, the charge will not be cancelled in these circumstances. If you cannot obtain a ticket for any reason, it would be prudent to call us for advice (as there may not be a fault), pay by phone (where available) or find alternative parking facilities; a perceived faulty terminal does not automatically grant free parking. There is clear signage to this effect on all of our payment terminals.

APPEALING A PARKING CHARGE

If you feel that the Parking Charge was issued incorrectly, please complete our online form via the link below, ensuring that you upload evidence to support your claim.

You must submit all of the evidence you wish to rely on in the first instance, as we will not ask for more evidence or seek evidence on your behalf.

To remain fair and consistent, appeal decisions are based on the law of contract. As such, mitigating circumstances will not be considered unless they are a) exceptional and b) supported by irrefutable evidence.

We endeavour to respond to all appeals within 28 days of receipt.

Complete Appeal Form

COMPLAINTS PROCEDURE