In November I had to start using my boss’s car for work. After making my first trip through the Dartford crossing on the M25, I tried to pay the Dart charge. I entered the vehicle details but the website clearly stated that “there was no crossing fee to pay”.
I assumed that meant my boss had the car on his own Dart account. As a result, I didn’t add it to my own account.
Three months passed and the fine notifications (PCN) began to arrive. I now have 23, issued between November 2023 and February 2024, for a total of cost of £2,230. I have appealed But each one has been rejected.
If they had sent me the first PCN in a week or two, I would have accepted that it was my mistake and paid the charges. I don’t mind paying for the first two weeks. It’s worth it, but I’m opposed to the rest and seem to be paying for their administrative failures. I have since heard from other people who are going through the same situation. Can you help me?
Essentially, Tonbridge Bridge
In the past few weeks since we last wrote about Dart’s charging issues, we’ve received several letters from some very unhappy users, with this story being one of the worst.
I can understand why you’re so frustrated. When you switched cars, you didn’t know that a new company, Conduent, had taken over the payment system in July and that everything was in chaos.
Problems have been attributed to thousands of fines issued, Including more than 2,500 fleet vehicle operators.
Figures obtained by the specialized magazine In May, Fleet News, through a Freedom of Information request, found that the number of PCNs issued for non-payment had increased by 50%.
I asked National Highways, which manages the crossing, about his case and it has agreed to waive these notices provided he pays the £65 he would have paid in crossing fees. “We regret the inconvenience and have reviewed our process so that this does not happen to other customers in the future,” he says.
When using the crossing, you must ensure that you obtain, and crucially retain, receipts for all payments.
When faced with an error message, it is brave to assume that things have worked out and that he has paid his dues.
If you receive a PCN, Dart’s enforcement team is on 0300 1313 120.
We welcome letters but cannot respond to them individually. Please email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime telephone number. The sending and posting of all letters is subject to our terms and conditions.
