Frequently Asked Questions
Freedom of Information - General Frequently Asked Questions
- How do I make a complaint about a Penalty Charge Notice that has been issued to my vehicle?
- Can I speak to a manager/supervisor to complain about a Penalty Charge Notice that has been issued?
- If I submit a challenge, will I lose the opportunity to pay at the discounted rate?
- How do I challenge/ the officer advised me to ring you?
- How long will it be before I receive a reply?
- I am trying to pay on the automated telephone line and the system keeps looping?
- I no longer own this vehicle, why do you keep writing to me?
- Why did I get a ticket when I left a note in the car advising I was loading or it had broken down?
- Can I come to your office to discuss my penalty?
- Can I sort this dispute over the telephone?
- I have already paid this Penalty Charge Notice but you have sent me another letter:
- I've been contacted by the Bailiffs. Can I dispute the Penalty now?
How do I make a complaint about a Penalty Charge Notice that has been issued to my vehicle?
There is a statutory process that is to be followed when appealing against a Penalty Charge Notice. Please refer to the How to Appeal link on this site for details of the process.
Can I speak to a manager/supervisor to complain about a Penalty Charge Notice that has been issued?
You will be asked to leave your contact details and a supervisor will call you back within 24 hours.
If I submit a challenge, will I lose the opportunity to pay at the discounted rate?
No, providing the challenge is RECEIVED within 14 days of the Penalty Charge Notice issue date, the option to pay at the discounted rate will be held until a decision is made.
How do I challenge/ the officer advised me to ring you?
You need to put your points in writing or complete the online challenge on the website including your name, address, Penalty Charge Notice number. Also please send copies of evidence to support the facts. Please DO NOT send originals and keep a copy of all correspondence sent.
How long will it be before I receive a reply?
We aim to respond to all correspondence within 10 working days; however, if you have not had a response within this time, please telephone the enquires number on the reverse of the Penalty Charge Notice.
I am trying to pay on the automated telephone line and the system keeps looping?
This is a technicial fault due to the large volume of calls, please wait a short time and try again later.
I no longer own this vehicle, why do you keep writing to me?
You are still the registered owner/keeper with the DVLA and you need to inform them of when and who you sold the vehicle to. The registered owner/keeper is responsible for any Penalty Charge Notices issued to the vehicle.
Why did I get a ticket when I left a note in the car advising I was loading or it had broken down?
A note is not a valid permit to park and you would need to send a copy of any evidence to support the reason your vehicle was there ie, breakdown recovery receipt, or delivery note.
Can I come to your office to discuss my penalty?
No. Challenges to the issuing of a Penalty Charge Notice can only be dealt with in writing. You will receive a written response.
Can I sort this dispute over the telephone?
No. You must write, stating the grounds of your dispute. You may also complete the online challenge form via the website.
I have already paid this Penalty Charge Notice but you have sent me another letter:
Please write to us with details and evidence. Please provide proof of payment and/or a copy of both sides of your cheque/postal order if paid by this method.