Help Centre

PLEASE NOTE APPEALS WILL NOT BE DEALT WITH OVER THE TELEPHONE

What if I wish to appeal my Fixed Charge Notice?

If you have received a Fixed Charge Notice, you can appeal the notice using our appeals process. Details can be found here Fixed Charge Notices.

What if I am unhappy with the outcome of my appeal to Napier?

If you are unhappy with the outcome of your appeal to Napier, you may be offered the opportunity to make an appeal to The Independent Appeals Service (IAS) (www.theIAS.org) Details of this will have been included in your appeal rejection letter. You must appeal to them within 21 days of your rejection.

What if I am unhappy with the outcome of my appeal to the IAS?

The Independent Appeals Service is listed by The Chartered Trading Standards Institute as a certified Alternative Dispute Resolution organisation. The IAS has been assessed as being competent to deal with domestic and cross-border disputes relating to unpaid parking charges issued by private parking companies. Your appeal was independently heard by the IAS and rejected, you cannot appeal further. Adjudicators are all independent solicitors or barristers. They are duty bound by their own professional standards bodies to uphold the rule of law and to maintain independence. The adjudicator has decided to reject your appeal for the reasons stated in the decision. If your appeal has been rejected by the IAS you cannot appeal further and failure to pay may result in debt recovery/court action.

I do not want to appeal a Fixed Charge, but I what to make a complaint regarding Napier Parking Ltd.

All complaints must be made in writing either by email or post.

By Email:  services@napierparking.co.uk

By Post:  The Complaints Department, Napier Parking Ltd, Atterbury Lakes, Fairbourne Drive, Milton Keynes, MK10 9RG.

What if I am unhappy with how my complaint has been handled by Napier?

We are members of the International Parking Community (IPC) Accredited Operator Scheme (AOS). The IPC is a DVLA Accredited Trade Association (ATA) that has a Code of Practice and an Independent Appeals Service (IAS). This allows a Motorist access to an independent adjudication process on the lawfulness of Parking Charges issued by their members. An important condition of being an AOS member is that operators must adhere to The Code. If you are not content with the response, we have provided you with, you can refer this to the IPC who will investigate and provide you with a response https://theipc.info

How long will you take to deal with my complaint?

All complaints will be directed to a manager. We will aim to conclude all complaints within 20 working days from the receipt of your complaint. Where there are exceptional circumstances for not concluding the complaint within 20 working days, we will write to you and explain why the matter has not concluded and when it will be. If you have not heard from us please contact us at services@napierparking.co.uk. 

 

PLEASE NOTE APPEALS WILL NOT BE DEALT WITH OVER THE TELEPHONE

What if I wish to appeal my Fixed Charge Notice?

If you have received a Fixed Charge Notice, you can appeal the notice using our appeals process. Details can be found here Fixed Charge Notices.

What if I am unhappy with the outcome of my appeal to Napier?

If you are unhappy with the outcome of your appeal to Napier, you may be offered the opportunity to make an appeal to The Independent Appeals Service (IAS) (www.theIAS.org) Details of this will have been included in your appeal rejection letter. You must appeal to them within 21 days of your rejection.

What if I am unhappy with the outcome of my appeal to the IAS?

The Independent Appeals Service is listed by The Chartered Trading Standards Institute as a certified Alternative Dispute Resolution organisation. The IAS has been assessed as being competent to deal with domestic and cross-border disputes relating to unpaid parking charges issued by private parking companies. Your appeal was independently heard by the IAS and rejected, you cannot appeal further. Adjudicators are all independent solicitors or barristers. They are duty bound by their own professional standards bodies to uphold the rule of law and to maintain independence. The adjudicator has decided to reject your appeal for the reasons stated in the decision. If your appeal has been rejected by the IAS you cannot appeal further and failure to pay may result in debt recovery/court action.

I do not want to appeal a Fixed Charge, but I what to make a complaint regarding Napier Parking Ltd.

All complaints must be made in writing either by email or post.

By Email:  services@napierparking.co.uk

By Post:  The Complaints Department, Napier Parking Ltd, Atterbury Lakes, Fairbourne Drive, Milton Keynes, MK10 9RG.

What if I am unhappy with how my complaint has been handled by Napier?

We are members of the International Parking Community (IPC) Accredited Operator Scheme (AOS). The IPC is a DVLA Accredited Trade Association (ATA) that has a Code of Practice and an Independent Appeals Service (IAS). This allows a Motorist access to an independent adjudication process on the lawfulness of Parking Charges issued by their members. An important condition of being an AOS member is that operators must adhere to The Code. If you are not content with the response, we have provided you with, you can refer this to the IPC who will investigate and provide you with a response https://theipc.info

How long will you take to deal with my complaint?

All complaints will be directed to a manager. We will aim to conclude all complaints within 20 working days from the receipt of your complaint. Where there are exceptional circumstances for not concluding the complaint within 20 working days, we will write to you and explain why the matter has not concluded and when it will be. If you have not heard from us please contact us at services@napierparking.co.uk. 

 

PLEASE NOTE APPEALS WILL NOT BE DEALT WITH OVER THE TELEPHONE

I have received a Fixed Charge Notice. How do I appeal my Fixed Charge Notice?

You may appeal in writing to us either by post or using our appeals form. The easiest and quickest way is to complete our online appeals form, which can be found here Appeals Form. You must ensure that you appeal within the set timeframe detailed in the documentation you have received. 

I have received a Fixed Charge Notice, should I pay the Notice if I want to appeal my ticket?

No. If you wish to appeal your FCN you should not make payment until your appeal has been decided. Payments will be accepted in full and final settlement.

How long do I have to appeal my Fixed Charge Notice?

Appeals must be received within 21 days, beginning with the day after that on which the notice was issued.

I have appealed my Fixed Charge Notice but not heard from you within 28 days?

If you have appealed using our online form, our response was likely sent to the email address provided. We would advise checking your junk mail folder. Do not assume that appeal has been successful, we would advise contacting us at services@napierparking.co.uk to check the status of your appeal.

I have appealed my ticket and not received a response within 28 days, will I have to pay the full charge?

Your case will be placed on hold from the day we receive your appeal until we have responded. If your appeal has been received within 14 days upon receiving your FCN and your appeal has been unsuccessful, you will be offered the original discounted settlement. If your appeal has been received after 14 days on receiving your FCN, you may not be offered the original discounted settlement.

I was not the driver of the vehicle.

If you were not the driver of the vehicle, you should notify us in writing of the name of the driver and a current serviceable address for the driver AND pass the original notice on to the driver. We would advise using our online form Appeals Form

My appeal was rejected, what are my options?

Your options would be to either pay your FCN www.napierparking.co.uk/how-to-pay-a-fixed-charge/ OR in the event your appeal is rejected and if appropriate we will provide you with the details enabling you to lodge an appeal to the Independent Appeals Service. Details of the procedure can be found at www.theIAS.org . The Independent Appeals Service provides an Alternative Dispute Resolution scheme for disputes of this type. Napier Parking will engage with the IAS Standard Appeals Service providing you comply with our internal appeals procedure and that thereafter you lodge an appeal to the IAS within 21 days of rejection.

What if I ignore my Fixed Charge Notice?

If you ignore the Notice or fail to pay when requested, Napier Parking may take further action to recover the sum you owe. This may result in additional charges being applied to the FCN. Napier regularly takes Court action to recover unpaid Fixed Charge Notices, please see News

If my case has been escalated for Debt Recovery, can I still appeal?

You will be outside our appeals process, which was detailed in your Notice to Keeper/FCN. You must direct all queries/comments direct to the Debt Recovery Company/Firm of Solicitors – their details will be on any correspondence you have received from them. They may consider any comments that you may have.

I am trying to appeal my ticket using your online form but it does not recognise my Fixed Charge Notice Number. Why?

If your case has been escalated for Debt Recovery, appeals will not be accepted using our form. Please contact the Debt Recovery Company/Firm of Solicitors directly.

If your case has not been escalated for Debt Recovery and you are experiencing difficulties please email us at services@napierparking.co.uk  or telephone 01730 828103.

I never received my notice, it was sent to an old address.

Motorists (Registered Keepers of a Vehicle) have a legal obligation to register the Vehicle with the DVLA at their current address. If you move home, you are required to update this information at the DVLA.

If you sell a Vehicle, there is a legal obligation for you to inform the DVLA of the new Keepers name and address; it is not the responsibility of the person purchasing the Vehicle.

How do I pay my Fixed Charge Notice?

By telephone, please call the automated payment 0845 452 45 37 and follow the instructions given. Debit and credit cards accepted. (Calls are chargeable at the standard local rate plus your network providers charge. Please note that your mobile network provider may charge more than landline companies)

Online, to pay online click here

By Post, Cheques and postal orders made payable to ‘Napier Parking Ltd’ will be accepted. Please ensure you write your Fixed Charge Notice number and Vehicle Registration Mark clearly on the reverse to ensure it is correctly processed. Send to: Napier Parking Ltd, Atterbury Lakes, Fairbourne Drive, Milton Keynes, MK10 9RG

If sending your payment by post, we recommend that you use a recorded form of mail delivery to ensure we receive it on time.

I am trying to pay by Fixed Charge Notice Number by the automated payment line, but it is not recognising my ticket number?

  • When keying your FCN number, the WL letters are not required, just the numbers. i.e. if your FCN number is WL10020010, you only need to key 10020010.
  • Your case may have been escalated for Debt Recovery – in this instance your payment will not be accepted. Please contact the Debt Recovery Company/Firm of Solicitors directly to make payment.
  • If neither of the above is the case, please either email the office at services@napierparking.co.uk or telephone 01730 828103.


I am trying to pay my Fixed Charge Notice Number online via your website, but it is not recognising my ticket number?

  • Please ensure you are keying in the correct FCN number and your correct Vehicle Registration Number. A common problem can be an ‘O’ instead of a ‘0’ (zero) or spaces before/in-between the FCN number.
  • Your case may have been escalated for Debt Recovery – in this instance your payment will not be accepted by us. You must contact the Debt Recovery Company/Firm of Solicitors to make payment.
  • If neither of the above is the case, please either email the office at services@napierparking.co.uk or telephone 01730 828103

I have purchased a longer parking session than I require. Can I obtain a refund?

Our onsite payment machines and pay by phone services relies fully on the duration input and confirmation of the motorist at the time of parking. You would not be able to obtain a refund in this instance.

The machine did not print my ticket/I thought my payment did not go through so I purchased another parking session. My bank statement now shows 2 payments debiting my account. Can I obtain a refund?

If you have made a duplicate payment for a parking session for the same day/time, we may be able to offer a refund. Please complete Refund Application

I have paid for my parking session in advance and no longer require the session. Can I obtain a refund?

If you have paid for your parking session for a specific date in the future, we may be able to cancel your session and offer a refund, administration fees may apply. Please complete Refund Application

I have paid for my parking session in advance and could not find a space to park. Can I obtain a refund?

Spaces are not guaranteed. Parking is on a first come first serve basis. You would not be able to obtain a refund in this instance.

I have paid to park at the wrong location using the pay by phone service. Can I obtain a refund?

All of our car parks that offer a pay by phone service have a unique location code. The location code will be clearly displayed on signage by the pay machines. It is extremely important that you use the correct code. You would not be able to obtain a refund in this instance.

For general enquiries including licence fees, our services etc please email us at services@napierparking.co.uk or telephone (01730) 828103.