Service improvements at Dart Charge
We have significantly improved the Dart Charge service since we encountered issues following the switch to new suppliers in the summer of 2023.
News coverage across a range of media outlets today focuses on old issues, which have since been addressed and resolved and errors now account for less than one per cent of all Penalty Charge Notices (PCNs) issued.
To be clear, customers are not charged for PCNs issued in error.
We regret that some customers were issued PCNs in error. We understand that anything associated with finances can be stressful, and we apologise for the inconvenience that some people have faced.
All charges are cancelled once a customer informs us of the error. To protect customers from penalties, we extended the payment period for crossings and the time to revalidate payment cards.
Our advice to road users is to contact us early (online, via phone, by email or by post), so we can resolve any issues openly and fairly.
Customers who do not believe a penalty charge is payable should submit a challenge along with any evidence to support this. The PCN letter provides clear information on the various options available to do this. The easiest way to do this is online.
We offer an 8am to 8pm daily telephone service with current wait times of less than a minute, we continue to improve our website using customer feedback, which offers 24/7 access to accounts, and we can also be contacted by post and by email.
