In an effort to make this policy as clear as possible we may periodically make changes, the last time this page was updated was 12/12/2024.

An appeal is where there is a challenge against the validity of a parking charge. An appeal is not where there is an issue with conformity. This would be a complaint and should be dealt with by following the our complaints policy.

How can a motorist lodge an appeal?

If you wish to dispute liability for this parking charge, you must lodge your appeal within 28 days of the issue date of this notice. To do so, you will be asked to provide the following information:

• The drivers full name and address
• Your vehicle registration number
• The parking charge reference number
• Detailed reasons for your appeal

How to Appeal:

• Online: Submit and track your appeal via our online portal.
• By Post: Send your appeal to New Generation Parking Management Ltd, 6 Beaufort Court, Admirals Way, Canary Wharf, London, E14 9XL.

Important Notes:

• If your appeal is received within 14 days, the parking charge will be frozen at the discounted rate of £60.
• You should receive a decision on your appeal within 28 days of submission. If you do not hear back from us within this timeframe, please contact us directly. Do not assume that your appeal has been successful unless formally notified.

Independent Appeals Process:

If your initial appeal is unsuccessful, you will be provided with details on how to escalate your case to the Independent Appeals Service (IAS). This service offers an alternative dispute resolution scheme and is governed by the Code of Practice of the International Parking Community (IPC).

To lodge an appeal with the IAS, you must first complete our internal appeals process. Independent appeals must be lodged within 28 days of receiving our decision via www.theIPC.info.

Please note:

• Once payment is made and the charge settled, the matter will be considered closed, and no further appeals will be accepted.
• If you make payment before we respond to your appeal, the matter will also be considered closed, and your appeal dismissed.

For further details, visit the IAS website at www.theIPC.info.

Who Can Appeal?

An appeal can be submitted by the following individuals or parties:

• The Driver: The person who was in control of the vehicle at the time of the parking incident.
• The Registered Keeper: The individual or entity listed as the vehicle's registered keeper with the DVLA.
• A Hirer or Leaseholder: If the vehicle was leased or hired at the time, the hirer or leaseholder can appeal if they have been notified of the charge and liability has been transferred to them.

Important Notes:

• The appeal must include accurate information about the appellant and details of the incident.
• For hirers or leaseholders, a copy of the hire or lease agreement may be required to process the appeal.
• Appeals must be made within 28 days of the date the parking charge notice was issued unless exceptional circumstances apply.

If you're uncertain whether you qualify to appeal, please contact us for clarification before submitting.

Recording Appeals

All appeals are carefully logged and recorded to ensure transparency and compliance with our procedures. Our process includes:

• Acknowledgment:
  • Appeals submitted via our online portal can be tracked within the portal to confirm receipt.
  • Appeals submitted by post will not be individually acknowledged but will be logged and processed upon receipt.
• Response Times:
  • For appeals submitted via the online portal, you will receive an email notification once a decision has been made.
  • For postal appeals, a response will be sent via letter.
  • A decision on your appeal will be provided within 28 days. If additional time is required, you will be informed of the extended timeline.
• Record Keeping: Details of the appeal, including all correspondence, evidence submitted, and the final decision, are securely stored for future reference.
• Outcome Documentation: Each appeal decision will include:
  • The outcome (e.g., accepted, rejected, or adjusted under extenuating circumstances).
  • Reasons for the decision.
  • Next steps, including details on how to escalate the appeal to the Independent Appeals Service (if applicable).

We are committed to managing appeals in a fair, non-discriminatory, and transparent manner in accordance with the industry Code of Practice.

Appeals Out of Time

Appeals must be submitted within 28 days of the issue date of the Parking Charge Notice (PCN). However, if an appeal is submitted after this time, it may still be considered under exceptional circumstances. These circumstances may include, but are not limited to:

• Hospitalisation or medical incapacity during the appeal window.
• Proof of absence from the registered address, such as being abroad or away for an extended period.
• A valid reason why the appeal could not have been reasonably submitted within the 28-day timeframe.

If you believe your circumstances qualify as exceptional, you must provide supporting evidence with your late appeal. In addition:

• You may be required to sign a statement of truth confirming that you have not received any previous correspondence.
• If exceptional circumstances are established, the Parking Charge Notice will revert back to the start of the 28-day period, and any enforcement action will be paused until the new appeal window expires.

Investigating the Appeal

When an appeal is received, we carefully review all the information and evidence provided to ensure a fair and transparent decision is made. The investigation process includes the following steps:

• Initial Review:
  • Confirm that the appeal has been submitted within the required timeframe or assess whether exceptional circumstances apply if submitted late.
  • Check that all required details have been provided (e.g., name, vehicle registration, parking charge reference, and reasons for the appeal).
• Evidence Assessment:
  • Review any evidence submitted by the appellant, such as photographs, receipts, or correspondence.
  • Cross-check the appellant's evidence against the evidence collected during the issuance of the Parking Charge Notice (e.g., ANPR images, parking attendant notes, or camera footage).
• Compliance Check:
  • Verify whether the terms and conditions of the car park were clearly displayed and adhered to.
  • Ensure the parking charge was issued in line with the Code of Practice and relevant legislation.
• Decision Making:
  • A decision will be made based on the findings of the investigation, taking into account any mitigating factors or exceptional circumstances.
  • Where the appeal is accepted, the Parking Charge Notice will be cancelled.
  • Where the appeal is rejected, details of the independent appeals process (e.g., the IAS) will be provided.

Throughout the investigation, we are committed to conducting a fair and thorough review in line with the requirements of the industry Code of Practice.

Appeal Decisions

Once the investigation of an appeal is complete, a decision will be made, and the appellant will be notified. The possible outcomes and next steps are as follows:

• Appeal Accepted:
  • If the appeal is successful, the Parking Charge Notice (PCN) will be cancelled.
  • Confirmation of the decision will be sent via email (for online appeals) or by letter (for postal appeals).
• Appeal Rejected:
  • If the appeal is unsuccessful, the appellant will receive:
    • A detailed explanation of the reasons for rejection.
    • Information on how to escalate the appeal to the Independent Appeals Service (IAS).
  • The appellant will still have the option to pay the parking charge at the full rate within 28 days of the decision.
• Partially Accepted:
  • In some cases, mitigating factors may lead to a reduction in the parking charge, in line with the industry’s Appeals Charter.
  • Details of the revised charge and how to pay will be included in the decision notification.

Next Steps for Rejected Appeals:

If you disagree with our decision, you may escalate your appeal to the Independent Appeals Service (IAS) within 28 days. Details for submitting an appeal to the IAS will be provided in our response.

Once a decision has been made by the IAS, it will be binding, and the case will be closed.

Responding to Appeals

We aim to provide timely and thorough responses to all appeals in line with the industry Code of Practice. The following outlines our approach to responding to appeals:

• Timeline for Response:
  • A decision will be issued within 28 days of receiving the appeal.
  • If additional time is required (e.g., due to the need for further investigation), the appellant will be notified with an updated timeline.
• Format of Response:
  • Appeals submitted via the online portal will receive a notification via email to log back into the portal.
  • Appeals submitted by post will receive a response by letter.
• Content of the Response:
  • The decision outcome (accepted, rejected, or partially accepted).
  • A detailed explanation of the reasons for the decision.
  • Next steps, including payment details (if applicable) or escalation instructions for the Independent Appeals Service (IAS).
• Suspension of Enforcement:
  • While an appeal is under review, all enforcement or debt recovery actions will be paused until a decision is provided.
• Exceptional Circumstances:
  • If the appeal is submitted outside of the standard timeframe but exceptional circumstances apply, this will be addressed in the response.

Independent Appeals Service

If your appeal is rejected and you do not agree with our decision, you have the option to escalate your case to the Independent Appeals Service (IAS). The IAS offers an alternative dispute resolution mechanism for parking charge disputes.

• Eligibility:
  • You must have first completed our internal appeals process before submitting an appeal to the IAS.
  • Appeals must be submitted to the IAS within 28 days of receiving our decision.
• How to Submit an IAS Appeal:
  • Visit the IAS website at www.theIAS.org.
  • Follow the instructions to lodge your appeal and upload any supporting evidence.
• IAS Decision:
  • The IAS will conduct an independent review of your case, considering the evidence submitted by both parties.
  • Once the IAS has made a decision, it is binding on both parties, and the case will be considered closed.
• Costs:
  • There is no charge to lodge an appeal with the IAS for non-commercial cases.
• Important Notes:
  • If you choose to appeal through the IAS, enforcement or debt recovery actions will be paused until the IAS has issued its decision.
  • Payment of the parking charge will no longer be accepted at the discounted rate once an IAS appeal has been initiated.

For more information, visit the IAS website or refer to the details provided in your appeal rejection response.

Corrective Action

In the event that an appeal highlights a legitimate issue with the issuance of a Parking Charge Notice or our processes, we will take the necessary corrective action to prevent similar issues in the future. This includes:

• Cancellation of the Parking Charge Notice:
  • If the appeal reveals that the Parking Charge Notice (PCN) was issued in error, it will be immediately cancelled, and the appellant will be informed in writing.
• Refunds:
  • If the appellant has already paid the parking charge and it is later determined that the PCN was incorrectly issued, a full refund will be processed promptly.
• Process Review:
  • We will review the circumstances of the case to identify and address any procedural errors or gaps.
  • Staff may receive additional training if the issue arose due to incorrect application of procedures or judgment.
• Site-Specific Adjustments:
  • If the appeal reveals issues with signage, surface markings, or other elements of the car park, necessary adjustments will be made to ensure compliance with the Code of Practice.
• Continuous Improvement:
  • All corrective actions will be documented and reviewed periodically to ensure continuous improvement in our operations and compliance with industry standards.

Record Keeping

We maintain accurate and comprehensive records of all appeals, decisions, and related actions in compliance with the requirements of the Code of Practice. This ensures transparency, accountability, and consistency in our processes.

• Retention Period:
  • All records relating to appeals, Parking Charge Notices (PCNs), and enforcement actions are retained for a minimum of 36 months from the date of resolution or closure.
• Appeal Documentation:
  • Records include:
  • Copies of all correspondence (letters, emails, and other communications).
  • Evidence submitted by both the appellant and our team (e.g., photographs, receipts, and ANPR data).
  • The decision outcome and reasons for the decision.
  • Details of any corrective action taken.
• Data Security:
  • Records are stored securely and accessed only by authorised personnel.
  • We comply with all data protection regulations, including the UK GDPR and Data Protection Act 2018.
• Audit Compliance:
  • Our records are subject to regular audits to ensure compliance with the Code of Practice and industry standards.
• Continuous Improvement:
  • Record-keeping practices are reviewed periodically to ensure accuracy and efficiency.
  • Insights from recorded data are used to improve processes, training, and customer experience.

Non-Standard Appeals

The Independent Appeals Service (IAS) offers a Non-Standard Appeals Procedure for motorists who are unable to utilise the Standard Appeals Process, often due to missing the initial appeal deadlines. This alternative provides an opportunity to contest a Parking Charge Notice (PCN) under specific conditions.

Eligibility Criteria:

• You have not, and are not able to, use the Standard Appeals Procedure.
• You consent to the decision being binding on both parties.
• You must contact us to request to make a non standard appeal.

Process:

1. Contact Us: First you must contact us to confirm you wish to make a non standard appeal.
2. Payment: A non-refundable fee payable to The IAS is required to cover the cost of the appeal, regardless of the outcome.
3. Submission: Provide all relevant evidence and documentation to support your appeal to theIAS www.theIAS.org.
4. Adjudication: An independent adjudicator will review the case and render a binding decision.

Important Considerations:

• The fee payable to The IAS is non-refundable, irrespective of the appeal's success.
• The adjudicator's decision is final and legally binding for both you and New Generation Parking Management.
• Ensure all evidence is submitted promptly, as the process is conducted in writing and delays can affect the outcome.

For more detailed information, please refer to the IAS's guidelines on the Non-Standard Appeals Procedure.