Appeals, Disputes & our Process

We offer every opportunity to customers to dispute a PCN

If you believe that the parking charge notice should not be paid and wish to appeal, you may appeal: BY POST or NPM online appeals form, alternatively write to appeals department, 20 Francis Street, Northampton, NN1 2NZ - WE DO NOT TAKE APPEALS OVER THE TELEPHONE. However, if you have a general enquiry or require guidance on submitting a formal appeal this can be done online or FAQ. Our staff have every right to carry out their duties without being subjected to abusive or offensive language. We operate a zero tolerance policy on abusive behaviour to our staff and reserve the right to terminate the telephone call in such instances. NPM do not record telephone conversations. Please ensure to include the PCN number, vehicle registration, your name and address in all communications.

NPM are not liable for any loss or damage howsoever caused to any person or property whilst on the private land.

Appeals

On receipt of your appeal, NPM will respond with an appeal decision. If your appeal is submitted within the first 14 days from the date of issue of the PCN, NPM will re-offer the 14 days discounted period if your appeal is declined. If you believe the decision is incorrect you are entitled to appeal further with the Independant Appeal Service (IAS - www.theias.org/appeals). Should you take your appeal to the IAS your account will be placed on hold until an adjudication is reached. All appeals are considered on their individual circumstances. If an appeal is dismissed by the IAS the full amount of £100.00 will be payable.

Complaints Procedure

The appointed complaint handler is P. Stevens  - all complaints to be made in writing.

20 Francis Street, Northampton, NN1 2NZ

- All received written complaints will be noted and dealt with.
- An investigation will be undertaken and we aim to reply a written outcome within 14 days from receipt by post.

Other Information

NPM has their own collections department but also have chosen ZZPS as its preferred debt recover partner. This is because of their positive approach to debt recovery. NPM need to know that the activities of our service providers are commensurate with our values of fair play. ZZPS has a strong culture of customer service and adheres to our culture of treating customers fairly.

The DVLA’s vehicle database records details of the registered keeper of a vehicle. Although it is acknowledge that the registered keeper may not be the driver of the vehicle at any particular point in time. Vehicle keeper details may be disclosed to law enforcement authorities or private litigants as a first point of contact to establish where liability for an incident or event may lie. Refusal to disclose these details would mean that motorists could drive or park a vehicle without fear of being held responsible for their actions. Disclosure in these circumstances does not breach the General Data Protection Regulations and the Information Commissioner’s Office is fully aware that data held on the DVLA’s records is released in this way.

CHANGE OF ADDRESS
If you change your address you must inform DVLA as soon as possible. It is illegal not to. You can do this by following this link: https://www.gov.uk/change-address-driving-licence or telephone: 0300 790 6802.

ADDRESS NOT KNOWN
If you receive a Postal PCN and you believe that the named person does not live at the address. This can be classed as IDENTITY FRAUD. If this is the case you should contact the DVLA IMMEDIATELY and also ACTION FRAUD to report this. DVLA will provide you with a confirmation letter that the registration number is no longer associated with your address and Action Fraud will issue you with a Crime Reference Number, you can request a copy of the report to send to NPM. NPM will require this report to confirm that the report has been made. Once NPM has confirmed this, the PCN will be cancelled.

VEHICLE CLONING
Cloning involves the copying of the identity of a similar (non-stolen) vehicle already on the road. Criminals find an exact match of the car they have stolen and copy the identity of the legitimate vehicle. This makes the vehicle they have stolen look legal based on false number plates being fitted. This is IDENTITY FRAUD. If this is the case you should contact the DVLA IMMEDIATELY and also ACTION FRAUD to report this. Action Fraud will issue you with a Crime Reference Number, you can request a copy of the report to send to NPM. NPM will require the confirmation letter from DVLA and Action Fraud report to confirm that the report has been made. Once NPM has confirmed this, the PCN will be cancelled.

Links you may find useful - DVLA https://www.gov.uk/contact-the-dvla  - ACTION FRAUD https://www.actionfraud.police.uk/ - National Crime Agency http://www.nationalcrimeagency.gov.uk/crime-threats/identity-crime - Citizens Advice https://wearecitizensadvice.org.uk/tagged/fraud - AA http://www.theaa.com/car-buying/cloning

Appeal Form

If you would like to contest the Parking Charge Notice you can do so by completing this form. Please ensure that you attach any relevant supporting information to assist with your appeal.
Notification will be sent to you, once an appeal has been submitted and received.

* Parking Charge Reference Number:
* Vehicle Registration Number:
* Title:
* Name:
* Address:
* Town:
* County:
* Postcode:
* Telephone:
* Email:
* Please write details of your appeal here:
* Are you the Owner of the vehicle?:
* Are you the Driver/Rider of the vehicle?:
* Please name the Driver of the vehicle when the PCN was issued?:

**If you need to supply any additional information such as photos or documents, please send them to appeals@npmpay.co.uk along with your PCN reference number in the email title. This email address is for additional information only, if we do not receive appeal via the appeal form on our website your appeal will not be considered.

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