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General Frequently Asked Questions

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 “Penalty Charge Information – How to Challenge a PCN” 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 to my vehicle?
You will be asked to leave your contact details and a supervisor will call you back within 24 hours.

Who do I write to if I want to make a complaint?
If you wish to submit an appeal against a Penalty Charge Notice, you need to submit your appeal in writing to ParkWise, ensuring the Penalty Charge Notice number is quoted in your correspondence. You can do this via email or by writing to us.

If you have a complaint that is not relating to a Penalty Charge Notice, for example a complaint against a member of staff, you need to submit details to the Finance & Administration Manager, ParkWise, PO Box 1023, Preston, PR1 3ZA.

How many complaints do you receive?
From December 2007 to February 2008, 90% of call backs were about the process of appealing/paying a Penalty Charge Notice, not to make a complaint. The majority of requests for a call back from a supervisor are about appealing a Penalty Charge Notice, to which the caller is advised of the statutory process that is to be followed.

Do you ever receive compliments?
Yes we do! We receive letters/telephone calls from motorists complimenting the way their queries have been handled.

What is TMA?
Part 6 of The Traffic Management Act will be introduced across the UK on 31st March 2008. It means that certain aspects of parking enforcement will change. Find out how you will be affected in this section.

How is it different?
The new Act brings a variety of changes which include:
Differential Charging – two different charges depending on the contravention – more serious contraventions will pay a higher charge, less serious contraventions will pay a lower charge. The less serious contraventions will be charged at £50 (£25 if paid within 14 days) and the more serious contraventions charged at £70 (£35 if paid within 14 days).
Civil Enforcement Officers (CEOs) – Parking Attendants will be known as Civil Enforcement Officers from 31st March 2008
Civil Parking Enforcement (CPE) – Is the new name for Decriminalised Parking Enforcement
Enforcement By Post – Motorists who drive away while the CPE is processing the PCN can now be issued with a Penalty Charge Notice through the post.
Zig Zag Enforcement – The new Act will also allow the enforcement of Zig Zag approach lines at Pedestrian crossings.
Improved Administration – new rules for the administration of the ParkWise scheme will bring an improved service for customers when they contact the ParkWise office.
Camera Enforcement – the authority can now use cameras to enforce parking restrictions on motorists using cameras and send the Penalty Charge Notice through the post.

How do I know which charging structure I have to pay?
The details of which charge you are required to pay will be on your Penalty Charge Notice. If you require assistance in identifying how much you are expected to pay, please contact ParkWise on 0800 195 2774

Why has it changed?
The changes are being made s a result of national consultation. The Department for Transport identified the need to make parking services across the country operate what they believe to be fairer policies. The changes that the new Act brings are intended to be beneficial for the motorist and to improve parking services across the country.

Is it just another money making scheme for the Council?
The changes introduced with Part 6 of the Traffic Management Act 2004 have been introduced nationally, not just in Lancashire. The new rules are aimed at making parking fairer for the motorist – making the charge more proportional to the contravention.

The council does not make a profit from parking services and all money received from Penalty Charge Notices is put back into parking services, transport services and other highway related schemes.

The council does not anticipate any increase in revenue from the introduction of differential charging or any other aspect of the new regulations.

I am a disabled Blue Badge holder; will the new Act affect me?
There are no new rules or regulations that will specifically affect Blue Badge holders. You should continue to display your badge as you normally would, ensuring that your serial number can be seen by the Civil Enforcement Officer and your photograph is face down on the dashboard. Badge holders with new fraud-prevention style badges (issued from October 2007) should display their badges as directed on the front of the badge.

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 attendant 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?
Generally within 10 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 a Rossendale ticket on the telephone payment line and won’t recognise the number?
The RO are letters and the numbers start with the ‘5’. PLEASE IGNORE THE PREFIX LETTERS AND KEY IN THE NUMBERS ONLY.

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.

Can I pay by Visa Electron?
Not on the telephone payment line but it is accepted on the website.

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 Notice's issued to the vehicle.

I did not receive a Penalty Charge Notice, but have received a Notice to Owner requesting that I pay £50/£70 for a Penalty Charge Notice. Can I pay the discounted rate of £25/35?
No. The discounted sum can only be paid within 14 days of the contravention. The Penalty Charge Notice was issued and we can only assume that a member of the public has removed it. You will need to make a representation to that effect.

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 dispute?
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.

You have rejected my challenge. I don’t agree, what happens now?
The council will send you a Notice to Owner (NtO) after 28 days. You can than make a formal dispute (Representation). The Notice to Owner will tell you how and on what grounds you may dispute. If the council accepts your dispute the case will be closed and this will be confirmed in writing. If it doesn’t accept your dispute, it will issue you with a Notice of Rejection. This will tell you must either pay within 28 days or appeal to the independent adjudicator. The council will send you the necessary forms.

(Once Notice to Owner received) I didn’t own this vehicle at the time / never owned it.
You must make a formal Representation and provide written evidence of disposal/acquisition and details of the actual owner. If you never owned the vehicle you must provide written evidence from the DVLA. If you have no written evidence you may wish to seek legal advice in regard to swearing an affidavit.

I have already paid this Penalty Charge Notice and you have sent me an Notice to Owner, Charge Certificate etc.
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.

(Representation rejected) I don’t agree with your decision. What can I do?
You may appeal to the independent adjudicator. Complete the form sent to you and send this to Traffic Penalty Tribunal. You can request a personal hearing near your home or place of work. Traffic Penalty Tribunal will write to you.

I have received a Charge Certificate, but didn’t receive the Notice to Owner. Can I dispute the Penalty?
No. The Notice to Owner was sent to the same address and it’s too late now. The Council will register the debt at the Traffic Enforcement Centre (TEC) and send you the court order. Please read these carefully. You can then make a Witness Statement if you didn't receive the Notice to Owner. The court papers will explain the grounds and the procedures. The declaration must be sworn as set out in the papers.

I have received the court order but want to dispute the penalty now. Can I do this?
No. Please read the court papers carefully. You can make a Witness Statement if the grounds shown in the court papers apply. This may enable you to have the opportunity of presenting your case. You can’t make a declaration if none of the grounds apply.

I’ve been contacted by the Bailiffs. Can I dispute the Penalty now?
No, it’s too late. Please speak directly to the Bailiff or seek legal advice or contact the Citizens Advice Bureau.

Other Bailiff queries
You must contact the Bailiffs. They will tell you about their complaints procedure. You can also ask your local county court to access the charges if you think they are excessive, but you may have to pay for this.

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