Q: Why have I received a Parking Charge Notice (PCN)?
A: A Parking Charge Notice may be issued when a vehicle is parked in breach of the terms and conditions displayed on site signage. Common reasons include overstaying the permitted parking period, failing to register a vehicle, parking outside a marked bay, or parking without valid authorisation.
Q: How can I pay my Parking Charge Notice?
A: You can pay your Parking Charge Notice online using the payment instructions provided on the notice.
Q: How long do I have to pay my Parking Charge Notice?
A: The payment deadline will be clearly stated on your notice. A reduced payment amount is available if payment is made within the 14 day discount period.
Q: What happens if I do not pay my Parking Charge Notice?
A: If the charge remains unpaid, further recovery action may be taken in accordance with our procedures and applicable legislation.
Q: What is a Transfer of Liability?
A: A Transfer of Liability allows the registered keeper to provide the details of the person who was responsible for the vehicle at the time of the parking event.
Q: When can I transfer liability?
A: Liability can typically be transferred if you were not the driver or were no longer responsible for the vehicle when the parking event occurred.
Q: How do I transfer liability?
A: You can submit a Transfer of Liability request through our online portal. Supporting evidence may be required.
Q: What information do I need to provide?
A: You will normally need to provide:
- The full name of the responsible party.
- Their postal address.
- Any supporting documentation where applicable.
Q: Can I transfer liability if I sold the vehicle before the parking event?
A: Yes. If you sold the vehicle before the parking event, please provide evidence such as a bill of sale, DVLA confirmation, or other supporting documentation.
Q: I was hiring or leasing the vehicle. Can liability be transferred?
A: Yes. Hire and lease companies may transfer liability by providing the required documentation in accordance with applicable legislation.
Q: How can I appeal a Parking Charge Notice?
A: Appeals can be submitted through our online appeals portal by following the instructions provided on the Parking Charge Notice.
Q: How long do I have to submit an appeal?
A: Appeals must be submitted within 28 days of the date the Parking Charge Notice was issued. Appeals received after this period will not be considered.
Q: How long will it take to receive a decision?
A: We aim to respond to all appeals within 28 days of receiving them. If additional information is required to complete our investigation, we will contact you to advise of any delay.
Q: Will enforcement activity continue while my appeal is being reviewed?
A: No. Once an appeal has been received, the Parking Charge Notice will be placed on hold until a decision has been made.
Q: What happens if my appeal is unsuccessful?
A: If your appeal is unsuccessful, you may be provided with information regarding any available independent appeals process.
Q: Can I still pay at the discounted rate if my appeal is unsuccessful?
A: If your appeal is unsuccessful, any payment options available to you, including any discounted amount where applicable, will be clearly explained in our appeal decision correspondence.
Q: Can I appeal if I was not the driver?
A: Yes. However, if you were not the driver, you may wish to submit a Transfer of Liability request where appropriate.
Q: How do I make a complaint?
A: Complaints can be submitted by emailing DPO@evbm.co.uk. Please include as much information as possible to help us investigate your concerns.
Q: What is the difference between a complaint and an appeal?
A: An appeal challenges the validity of a Parking Charge Notice. A complaint relates to the service you have received from our company or staff.
Q: How long will it take to investigate my complaint?
A: We aim to acknowledge complaints promptly and provide a response within our published complaints handling timescales.
Q: What should I include in my complaint?
A: You will normally need to provide:
- Your Parking Charge Notice reference number (if applicable).
- Details of the issue.
- Any supporting evidence.
- Your preferred contact details.
Q: What if I am not satisfied with the outcome of my complaint?
A: If you remain dissatisfied, you may request that your complaint be reviewed in line with our complaints procedure.
Q: I paid for charging but still received a Parking Charge Notice.
A: Please submit an appeal and provide proof of payment. We will investigate the matter.
Q: My vehicle broke down. What should I do?
A: If your vehicle suffered a mechanical breakdown, please provide evidence such as recovery invoices or garage reports when submitting an appeal.
Q: The vehicle was stolen at the time of the parking event.
A: Please provide a crime reference number and any supporting documentation so we can investigate the matter.
Q: I never received the original notice. What should I do?
A: Please email support@evbm.co.uk as soon as possible. We can review the correspondence history and advise on the next steps.
Q: Can I nominate the driver after receiving a Parking Charge Notice?
A: Yes. If you were not the driver at the time of the parking event, you may be able to transfer liability by providing the required information and supporting documentation.
Q: What happens if I move address during the appeals process?
A: It is your responsibility to notify us of any change of address as soon as possible. Failure to do so may result in correspondence being sent to your previous address.
Q: Can I appeal on behalf of someone else?
A: Yes. However, we require written authorisation from the motorist before discussing or processing the appeal.
Q: Why was ANPR used at this site?
A: Automatic Number Plate Recognition (ANPR) technology is used to monitor vehicle entry and exit times and to help manage parking in accordance with the site’s terms and conditions.
Q: Can I request copies of the photographs relating to my Parking Charge Notice?
A: Yes. Photographic evidence relating to your Parking Charge Notice will generally be available through our appeals process or upon request.
Q: How do I make a Subject Access Request (SAR)?
A: To request a copy of the personal data we hold about you, please submit a Subject Access Request by emailing support@evbm.co.uk. Proof of identity will be required before information can be released.
Q: How is my personal data used?
A: We process personal data in accordance with applicable data protection legislation and our Privacy Policy.
Q: Where did you obtain my details?
A: Where applicable, vehicle keeper details may be requested from the DVLA for the purpose of enforcing parking terms and conditions.
Q: How can I contact customer support?
A: For general enquiries concerning a Parking Charge Notice, please email support@evbm.co.uk. Appeals submitted by email will not be accepted and must be made using the formal appeals process detailed on the Parking Charge Notice.
Q: I received my notice later than expected. What if there were postal delays?
A: Parking Charge Notices sent by post are deemed to have been delivered within two working days of posting, unless there is evidence to the contrary. Whilst we make every effort to ensure notices are issued promptly, we cannot be held responsible for delays caused by third-party postal service providers. Any applicable deadlines will be calculated in accordance with the relevant legislation and industry code of practice.
