Appeals
Appeals
1. Introduction
At National Parking Enforcement, we are committed to ensuring that motorists have a clear and transparent process for appealing parking charges. This Appeals and Correspondence Policy outlines the procedure for submitting and handling appeals and how we communicate with motorists throughout the process. We strive to handle all appeals fairly and in accordance with industry standards.
This policy is designed to assist motorists in understanding their rights and the steps they should follow if they wish to challenge the validity of a parking charge.
2. Scope
This policy applies to all parking charge notices issued by National Parking Enforcement and is available to all motorists who believe they have grounds to appeal against the parking charge. It does not cover general complaints about our services, which should be handled through our separate Complaints Policy.
3. What is an Appeal?
An appeal is a formal challenge made by a motorist against the validity of a parking charge.
4. How to Submit an Appeal
4.1 Methods of Appeal
Motorists can lodge an appeal through the following methods: Website: visit www.parkingprotection.co.uk or write to appeals@parkingprotection.co.uk and get in touch with our Appeals Team.
Post: Write to us at National Parking Enforcement, Appeals Department, PO Box 1532, Norwich, NR8 6ZA.
Important: We encourage appeals to be submitted online as this method provides greater security and help reduce issues with items lost in the post.
4.2 Required Information
To ensure your appeal is processed efficiently, please include the following details:
Full name and contact details.
Parking Charge Notice (PCN) reference number
Vehicle registration number
A detailed explanation of why you believe the parking charge is invalid.
Any supporting evidence (e.g., photographs, receipts).
4.3. Recording Appeals
All appeals received will be recorded in our internal appeals system, noting the date of receipt, appellant details and supporting evidence. We ensure that all data is handled in line with our Data Protection Policy, safeguarding personal information and ensuring that it is stored securely.
Once an appeal has been registered, all enforcement actions will be paused until the appeal process is completed.
5.Delayed Appeals
In exceptional circumstances, we will consider appeals submitted after the standard 28-day period. These circumstances may include:
The registered keeper can prove they were not the driver and were unaware of the parking charge (e.g., they were abroad, hospitalised or did not receive the notice due to postal issues).
Valid evidence is provided to support these claims, such as proof of travel, hospitalisation records etc.
If exceptional circumstances are accepted, the parking charge will revert to the start of the 28-day period and enforcement will remain paused until a decision is reached.
6. Investigating Appeals
Appeals will be thoroughly investigated by trained appeals handlers. The investigation process includes:
Reviewing Evidence: Examining all evidence provided by the appellant, including any photographs, receipts etc.
Cross-Checking Logs: Verifying the functionality of any relevant systems, such as payment machines or kiosks.
Assessing Exemptions: Checking for any exemptions in line with the Code of Practice that may warrant cancelling the charge.
Mitigating Circumstances: Reviewing any mitigating circumstances provided by the appellant, such as disability-related accommodations.
7. Appeal Decisions
7.1 Decision Timeline
All appeals will be reviewed and a decision will be communicated to the appellant within 28 days of the appeal being lodged. If additional time is required due to the complexity of the case, the appellant will be informed of the delay and given a new timeline for the decision.
Accepted Appeals: If the appeal is accepted, the parking charge will be cancelled.
Rejected Appeals: If the appeal is denied, the appellant will have the opportunity to escalate the appeal to the Independent Appeals Service (IAS) at www.theias.org within 28 days of the rejection.
8. Independent Appeals Service (IAS)
If an appellant is dissatisfied with our decision, they may escalate their appeal to the Independent Appeals Service (IAS). The decision of the IAS is binding on National Parking Enforcement and if the appeal is upheld, the parking charge will be cancelled and no further action will occur.
9. Corrective Actions
If an appeal is upheld because of an internal error, National Parking Enforcement will take the necessary corrective actions, which may include:
Staff retraining or disciplinary actions.
Amendments to internal processes or policies.
Temporary suspension of enforcement at specific locations.
All corrective actions will be recorded and reviewed to prevent similar issues in the future.
10. Recommencing Enforcement Action
Following the rejection of an internal appeal, enforcement action will not recommence until:
The deadline for the appellant to escalate to the Independent Appeals Service has passed, or
14 days have elapsed after an Independent Appeals Service decision.
11.Record Keeping
National Parking Enforcement will retain records of all appeals for 36 months.
12. Policy Review
This policy will be reviewed annually or sooner if required by changes in legislation, industry standards or operational needs. Feedback from the appeals process will inform these reviews.
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Please ensure that your appeals submission is filled out correctly!
If your online appeals process is submitted correctly then you should receive an automated confirmation email.
If you do not receive a confirmation email then you may have entered your details incorrectly and we recommend that you enter it again, taking care to ensure that all details, including your email address are correct.
The decision about your appeal will be sent to you by email within 28 days, so please ensure that you can receive emails from appeals@parkingprotection.co.uk
You can also make an appeal via email or post
Email: appeals@parkingprotection.co.uk
Post:
The Appeals Team,
National Parking Enforcement Ltd,
PO Box 1532,
Norwich,
Norfolk
NR8 6ZA
Telephone: NPE cannot deal with appeals by telephone.
How is your appeal considered?
Our Appeals Co-ordinators review appeals on a case-by-case basis
If your appeal is allowed, NPE will cancel the parking charge and no further action will be taken.
If your appeal is dismissed, NPE will write and inform you of the decision, and you will be allowed 14 days to make payment at the reduced rate.
Refusal letters will include information on how to appeal via the Independent Appeals Service (IAS), information on this service can be viewed here: http://theias.org
For free advice regarding your Parking Charge, including advice on appealing, please visit: www.274advice.co.uk