MOTORIST HELP
Motorist Help & FAQs
Straightforward information about Parking Charge Notices, payments, appeals and parking on sites managed by NextGen.
If you've received a Parking Charge Notice, keep it to hand. The information on your notice should be read alongside the guidance below.
Parking Charge Notices
What is a Parking Charge Notice?
A Parking Charge Notice may be issued when the terms and conditions applying to parking on private land have not been complied with. The parking conditions should be displayed at the site, and your Parking Charge Notice will explain why it was issued.
Why have I received a Parking Charge Notice?
The reason should be shown on your Parking Charge Notice. Depending on the location, parking conditions may relate to matters such as payment, permitted parking periods, vehicle authorisation, designated parking areas or other terms displayed at the site.
If you believe the notice was issued incorrectly, you can use the appeal process. Appeal a Parking Charge.
Is a Parking Charge Notice the same as a council Penalty Charge Notice?
No. NextGen manages parking on private land. A Parking Charge Notice issued in connection with private land is different from a Penalty Charge Notice issued by a local authority or other public authority using statutory parking powers.
Paying a Parking Charge
PAYMENT SERVICE
Use the Pay a Parking Charge service and the payment details shown on your notice.
How do I pay a Parking Charge Notice?
Use our dedicated Pay a Parking Charge service and follow the instructions provided with your Parking Charge Notice. Pay a Parking Charge.
What information will I need to make a payment?
You'll usually need your Parking Charge Notice reference and the vehicle registration associated with the notice. Keep your notice to hand when using the payment service.
Can I pay by emailing NextGen?
Payments cannot be made through our general enquiry email. Use the payment options provided with your Parking Charge Notice or the dedicated online payment service.
Where can I find the amount I need to pay?
The amount applicable to your Parking Charge Notice and the relevant payment information will be shown on the notice.
I paid for parking but still received a Parking Charge Notice. What should I do?
If you paid for parking but received a PCN, use the appeal route and explain what happened. Include payment details and the vehicle registration used, plus any relevant supporting information available to you. Payment does not automatically cancel every PCN, as another parking issue may remain. Under the Appeals Charter, a qualifying minor keying error must not be pursued where the parking tariff was paid and evidence establishes the error; examples include 0/O and I/L. Not every typo qualifies.
Appealing a Parking Charge
APPEAL SERVICE
Use the Appeal a Parking Charge service and follow the instructions shown on your notice.
Can I appeal a Parking Charge Notice?
Yes. If you believe a Parking Charge Notice was issued incorrectly, you can submit an appeal for the charge to be reviewed. Appeal a Parking Charge.
How do I submit an appeal?
Submit your initial appeal within 28 days of the date of the Parking Charge Notice. We will consider an appeal made after that period where you provide evidence of exceptional circumstances. Explain what happened and include relevant information; there is no exhaustive list of circumstances.
What information should I provide?
Explain clearly why you believe the Parking Charge Notice should be reviewed and provide information relevant to your circumstances. Where the appeal service allows supporting evidence to be provided, include anything you believe helps explain the circumstances of your appeal.
Should I email my appeal to the general NextGen email address?
Parking Charge appeals should be submitted using the appeal route identified on your Parking Charge Notice or the dedicated online appeal service. This helps ensure the appeal is associated with the correct Parking Charge Notice and handled through the appropriate process.
What happens after I appeal?
When you submit an internal appeal, the Parking Charge is placed on hold while we consider it. We will respond within 28 days. If we have not concluded the appeal within that period, we will acknowledge it, give a timeframe for conclusion and account for any additional information needed. If we accept your appeal, the PCN is cancelled. If you pay while your internal appeal is pending, the appeal ends; payment and appeal are alternative routes.
What if my appeal is rejected?
If your internal appeal is rejected, the decision will explain your options to pay the Parking Charge or use the available independent appeal route (IAS, where applicable), including the information needed to access it. It will state the amount and payment period, and explain how an independent appeal affects any discounted payment rate. Under the Code, the applicable payment rate remains available for 14 days after rejection, subject to the independent appeal provisions. Enforcement or debt resolution must not commence, or must be suspended, while the IAS is determining an appeal; if it decides in the operator’s favour, 28 days are allowed for payment.
ANPR & Parking Technology
What is ANPR?
Automatic Number Plate Recognition (ANPR) uses camera technology and software to read vehicle registration marks. NextGen uses ANPR at sites where it is appropriate for the parking environment; it can record vehicle entry and exit events to support parking management.
Does an ANPR camera automatically issue a Parking Charge?
ANPR provides vehicle-event information that can be used as part of the parking-management process. Whether a Parking Charge Notice is issued depends on the parking conditions, the information available and the applicable operating process.
Why do you record vehicle registrations?
Vehicle registration information may be processed where necessary to manage parking, assess compliance with parking conditions and administer Parking Charge Notices. More information is available in the Privacy Policy.
Permits & Authorised Parking
I had a permit or permission to park. Why did I receive a Parking Charge Notice?
If you held a valid permit but did not display it, explain this through the appeal route and provide evidence that the permit was valid. Under the Appeals Charter, a qualifying case may have the charge reduced to £20 for 14 days, subject to the Charter conditions. This does not apply where no valid permit existed.
I entered my vehicle registration, payment or permit details incorrectly. What should I do?
If you entered vehicle or permit details incorrectly, or were otherwise permitted to park but did not enter your registration, explain this through the appeal route and provide relevant evidence where available. Where the tariff was paid and evidence establishes a qualifying minor keying error, the charge must not be pursued; examples include 0/O and I/L, but not every typo qualifies. For a qualifying major keying error after payment—such as incorrect or missing characters, swapped characters, or use of another household or previous registration—the Appeals Charter provides for a reduced £20 charge for 14 days, subject to its conditions. Where parking was otherwise permitted but registration was not entered, the Charter also provides for £20 for 14 days, subject to its conditions. These outcomes are not automatic for every error.
Blue Badges & Accessibility
Does a Blue Badge automatically allow parking on private land?
Parking arrangements on private land can differ from those applying on the public highway. Blue Badge holders should check the signs and any site-specific accessibility arrangements when parking on private land.
I am a Blue Badge holder and received a Parking Charge Notice. What should I do?
If a valid Blue Badge existed but was not displayed, and the badge holder was in the vehicle, explain this through the appeal route and provide relevant evidence. The Appeals Charter provides for a qualifying £20 charge for 14 days, subject to its conditions. This route does not apply where a required parking tariff was unpaid. A Blue Badge does not automatically override private-land parking terms. For accessibility support or a reasonable adjustment, email accessibility@nextgen-parking.co.uk; you do not need to provide unnecessary medical information.
I need additional help using your services. What should I do?
If you need assistance using our services or a reasonable adjustment, email accessibility@nextgen-parking.co.uk. You do not need to provide unnecessary medical information. This is an accessibility support route, not a substitute for an appeal. If your accessibility correspondence also challenges a PCN’s validity, we will also treat that part as an appeal and apply the relevant appeal process and timescales.
Email the accessibility teamVehicle & Keeper Information
How did you obtain my details?
Where lawful and necessary in connection with an alleged parking incident, NextGen may request registered keeper information from the DVLA in accordance with applicable requirements and arrangements. Access to keeper information does not by itself establish who was driving or whether a keeper is liable. See the Privacy Policy for more information.
I wasn't driving the vehicle. What should I do?
The driver is responsible for a Parking Charge. In England and Wales, keeper liability may apply under the Protection of Freedoms Act 2012 where its conditions are met; it is not automatic. DVLA keeper information does not itself establish who was driving or liability. Read the notice and use the appeal process if you believe the charge should be reviewed.
I've sold the vehicle or the information is incorrect. What should I do?
If the information associated with the Parking Charge Notice does not reflect your circumstances, follow the instructions on the notice or use the appeal process and provide the relevant information available to you.
COMPLAINTS
Complaints and appeals are different.
What's the difference between an appeal and a complaint?
APPEAL: An appeal challenges the validity of a specific Parking Charge Notice. COMPLAINT: A complaint is dissatisfaction about service, conduct, communication, administration, systems or another operational matter beyond deciding whether a PCN should be pursued. If a complaint is, or includes, a challenge to the validity of a PCN, we will also treat that part as an appeal and apply the relevant appeal process and timescales. Where appropriate, we will explain this. A complaint does not bypass the appeal process or automatically cancel a PCN.
How do I make a complaint?
You can submit a complaint by email to complaints@nextgen-parking.co.uk.
To help us investigate your complaint, please provide as much relevant information as you can, including:
- your name and contact details
- the site or location concerned
- your Parking Charge Notice reference, if relevant
- the date and time of the incident, where known
- a clear description of your complaint
- any supporting information you believe is relevant
What happens after I make a complaint?
- 01 — We acknowledge it. We acknowledge a complaint within 14 days of receipt unless exceptional circumstances apply. If exceptional circumstances affect handling, we will keep you informed.
- 02 — We review it. We assess the issues raised and gather relevant information. If the complaint also challenges the validity of a PCN, that part is handled as an appeal under the applicable appeal process.
- 03 — We investigate. The complaint is investigated objectively. A person whose conduct is the subject of the complaint will not investigate it themselves.
- 04 — We respond. We provide a full response within 28 days of receipt unless exceptional circumstances apply. If they do, we will keep you informed.
What if I'm not satisfied with the response to my complaint?
If you are dissatisfied with our response, you may ask for an escalation in writing. A senior person who was not involved in the original response will review it. We will explain the outcome and any relevant next steps. The Code does not set a fixed deadline for an escalation request or for the final review response.
Can I take my complaint further?
If your complaint remains unresolved, our response will explain any relevant next steps. The appropriate route depends on the issue; for data protection concerns, you may complain to the Information Commissioner’s Office (ICO). An external organisation does not determine a PCN appeal.
Read the full Complaints Policy.
PLEASE CHECK YOUR NOTICE
The information on your notice matters
Parking arrangements differ between locations. The signs at the site and the information provided on your Parking Charge Notice contain details relevant to that particular parking event.
Use these FAQs as general guidance alongside the information specific to your notice.