Appeals, Disputes & our Process

We offer every opportunity to customers to dispute a PCN

If the Registered Keeper/Driver wishes to appeal the PCN they may appeal. Appeals must be received within the first 28 days of issue. Any appeal received after 28 days will not be considered. Appeals must be in writing either by post, write to: - Appeal Section, 20 Francis Street, Northampton, NN1 2NZ or by completing the NPM online appeals form: http://www.npmpay.co.uk/disputes/ WE DO NOT TAKE APPEALS OVER THE TELEPHONE.

If you have a general enquiry or require guidance please look at our FAQ page. Alternatively, you can send your query directly by filling out the 'contact us' form via our about page.

Our staff have every right to carry out their duties without being subjected to abusive or offensive behaviour. NPM operate a zero-tolerance policy. If your query has been answered but you are repeating the question, NPM staff reserve the right to terminate the telephone call in such instances. NPM DO NOT RECORD TELEPHONE CONVERSATIONS.

Please ensure to include the PCN reference number, vehicle registration, your name and address in all communication.

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 aim to respond with an appeal decision with 14 days. If your appeal is submitted within the first 14 days of the contravention, the registered keeper/driver will be given an additional 14 days to pay the reduced amount from the appeal decline date if the appeal is declined.  If you believe the decision is incorrect you are entitled to appeal further with the Independent 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 Ms P. Stevens - all complaints to be made in writing, marked as 'Formal Complaint' to:
NPM Limited, 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 of receipt.

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 acknowledged that the registered keeper may not be the driver of the vehicle at any 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 and ACTION FRAUD IMMEDIATELY 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. NPM will require a copy of the DVLA letter and the action fraud report. 

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 you believe your vehicle has been cloned, you should contact the DVLA and ACTION FRAUD IMMEDIATELY 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. We will also require photographic evidence of your own vehicle.

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. Ensure that all boxes are complete otherwise your appeal may not submit.
A notification will be sent to you by return email once an appeal has been submitted and received. If you do not receive this confirmation, then the appeal has not been received and you will need to resubmit your appeal.

* 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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