Problems with the Dart Charge payment system have been blamed for thousands of fines being issued, including more than 2,500 to one fleet operator.

Issues have included accounts being suspended, numberplates not being recognised and crossing charges not being automatically paid, despite funds being available.

One vehicle hire company even had vehicles clamped for unpaid fines, claiming the first it knew about the penalty charge notices (PCNs) was when bailiffs arrived.

It comes after fleets, leasing companies and rental companies have recently been receiving hundreds of thousands of PCNs for Dart Charge infringements committed last year, after a new operator took over the running of the payment system.

A new company became responsible for vehicle identification, payment processing and account management for the Dart Charge from July 28, 2023. 

Conduent took over the payment system used for journeys across the Dartford Crossing over the River Thames, while Emovis continued to issue and handle enquiries for PCNs. 

However, as reported by Fleet News at the time, the changeover left many drivers struggling to update their accounts, pay charges or speak to anyone at the call centre with phone lines jammed.

Increase in PCNs issued

Figures obtained by Fleet News through a Freedom of Information (FOI) request show that the number of PCNs currently being issued for non-payment of the Dart Charge each month has increased by 50%.

In the three months prior to the new operator taking over the system, 190,000 PCNs, on average, were being issued each month.

However, since the start of the year, this has increased to an average of 277,000 PCNs, with more than 305,000 fines issued in January alone (see graph below).

Source: National Highways

With the number of fines being handed out falling dramatically between September and November, last year, National Highways says the high volume of tickets currently being issued should “fall back to normal levels” soon.

It added that, while PCNs being issued by Dart Charge months after the infringement occurred are compliant with legislation, it expects to be issuing them within two weeks of the crossing in the near future.

Separate figures from National Highways have showed that one million account holders could be at risk of fines for using the crossing after failing to revalidate their card details in July 2023.

Just 770,000 of its 1.7 million account holders successfully updated their details as requested.

National Highways said inactivity or invalid payment details could cause a Dart Charge account to close.

In the wake of problems when the new payment system was introduced last year, former roads minister Richard Holden said drivers facing a fine would receive a fair hearing from National Highways. 

Fleets left frustrated

Jason Shreeve, fleet and facilities manager at Falco Construction, received more than 2,500 PCNs from Dart Charge since the start of the year for crossings made last autumn.

He told Fleet News: “It’s been a disaster since last August (when the new payment system was introduced).”

Operating a fleet of 160 vehicles, he says he was being issued with a PCN every time one of his vehicles used the crossing, despite his Dart Charge account being automatically debited with £1,000 when it fell below £100 to cover any charges.

He says direct debit payments taken by Dart Charge were not showing up on his account. “Honestly, they haven't got a clue what they're doing,” he added. “So far we’ve wasted over three months on this using two personnel and it’s been draining.”

Shreeve started appealing the tickets he has received via TPT (Traffic Penalty Tribunal), but he says these were rejected, because it claimed there was a lack of funds in the account at the time of the crossing.

Dart Charge initially offered to reduce these fines, which would have cost £35 if paid within 14 days, to £3 for each crossing that was made.

However, he told Fleet News: “We started to pay the £3 charges to clear the PCNs and then suddenly out of the blue, we started to get ‘notice of acceptance’ letters with an admission that errors had been made and PCNs were being cancelled; no further action will be taken against us.

“It is a result for us in the end but the amount of time it’s taken to process all of this has taken its toll and on me and my colleague.”

“I’ve got debt collectors coming to my door every other week demanding three-to-four-grand,” Declan McCullough, 1st City Van Hire

Fleet News was also contacted by 1st City Van Hire, which is based in East London and operates 100-plus vehicles.

Director Declan McCullough told Fleet News: “The first time I found out there was an issue was when I had debt collection agents turn up at my door. We hadn’t been issued the tickets.”

“It’s a scandal,” he added. “I’ve got debt collectors coming to my door every other week demanding three-to-four-grand and a vehicle out with in a customer in the West End being clamped.”

While some PCNs had not been received by McCollough, he also claims he has been experiencing problems with appealing others he has been issued.

He explained: “Where we are appealing the fines online, we’re getting a ‘representation received by Dart Charge’ message on the screen, then Dart Charge saying they have never received our representation.”

McCullough says that customer services had since confirmed an issue with the system not alerting them to his appeals.

“I’ve always received PCNs for customers not paying the Dart Charge; it’s not uncommon, but now the system just doesn’t seem to be working,” he added.

Driver Jackie Bent, meanwhile, was one of the one million Dart Charge account holders who did not revalidate their card details in July 2023.

Mistakenly believing her account was still being automatically topped up, she was subsequently issued PCNs for non-payment of the Dart Charge.

She recalls seeing an email but ignored it thinking it was a potential scam. Her details have now been updated but Bent has continued to receive tickets, with 12 PCNs currently being appealed.

While three other vehicles listed on her account have been using the crossing without issue, the system has not been recognising her car despite the registrations details being correct, she says.

“It’s been a nightmare,” she added. “I thought I was going mad; I couldn’t understand what I was doing wrong.”

After several calls to customer services and appealing the PCNs she had received, Dart Charge confirmed last week that an “administrative error occurred which led to the incorrect issue of the PCNs” and apologised for any inconvenience that may have been caused.

Paul Hollick, chair of the Association of Fleet Professionals (AFP), said: “We need the technology to work for national and local fleets.

“It’s not acceptable that drivers are fined, and fleets have lease company admin fees to deal with, when the technology is the problem.”

High proportion of appeals accepted

National Highways told Fleet News that for crossings made since last July, almost a third (31.75%) of appeals received for Dart Charge PCNs have been accepted.

A National Highways spokesperson said: “Following the implementation of the new contract there were some unforeseen technical issues which affected customers. Dart Charge continues to monitor and improve the service for its customers.” 

All customers that receive a PCN can submit a challenge with any evidence to support their dispute. 

All challenges, says National Highways, are reviewed on an individual basis and decisions are made based on the circumstances and evidence provided.

It stressed that it has been reducing or cancelling penalties where appropriate when a challenge is received from affected customers.