How do I pay my Excess Charge Notice / Parking Charge Notice / Penalty Notice?
You can pay by using our secure online portalor alternatively by sending a cheque or postal order made out to APCOA Parking (UK) Ltd to
PO Box 5767
IV15 0AX
Please ensure you have your Parking Charge Notice / Excess Charge Notice / Penalty Notice Number and your vehicle registration number at hand. Please include a stamped addressed envelope if you require a receipt of payment.
How do I appeal/challenge my Excess Charge Notice / Parking Charge Notice / Penalty Notice?
All appeals and representations must be made in writing, we cannot accept appeals by phone or email. All appeals against your Excess Charge Notice / Parking Charge Notice / Penalty Notice MUST be made either through our secure online portal
Or alternatively, in writing at the address below within 28 days of the date of issue. Appeals should be made in accordance with the terms and conditions of parking. Please provide the Excess Charge Notice / Parking Charge Notice / Penalty Notice reference number and your vehicle registration with your appeal.
PO Box 5767
IV15 0AX
Please note that paying for a notice is deemed an admission of liability, and you will no longer be entitled to appeal the notice.
What happens if my appeal is rejected?
Should you remain dissatisfied with our decision, you may further your appeal to the Parking On Private Land Appeal service (POPLA) within 28 days of receiving your rejection letter. Details of this are available at www.popla.co.uk.
We will issue you with a 10-digit verification code, which you must use with your appeal to POPLA. This is shown on your rejection letter.
The POPLA process does not apply in Scotland or to ECN’s (Excess Charge Notices) issued on Local Authority land.
How do I find information about APCOA Car parks, such as tariff and opening times, locations, height restrictions and disabled facilities?
Please click here for full information on all of our car parks, including locations and charging periods.
What payment methods are available within the car parks?
Our car park attendants are not authorised to take payments for Parking Charges or Parking Charge Notices. Our facilities offer a number of payment methods to pay for your parking, including cash and card services. We also offer a more convenient way to pay for your parking via our automated telephone line or by registering for our APCOA Connect app compatible with mobiles, tablets and Smart phones. APCOA Connect offers a number of smarter ways to pay such as Auto Pay and Late pay options. Simply click here for more information.
Are parking discounts available & if so, how can I find out?
Annual, quarterly and monthly season tickets are an ideal way to save money if you park at one of our sites on a regular daily basis. Please contact our Season Ticket Department by email or live chat with one of our team on our season ticket website during office hours.
You can manage your account, update your vehicle details, renew and cancel your season ticket by visiting seasontickets.apcoa.co.uk
I'm a season ticket holder, what if I can't find a space?
Season ticket holders can park however a vacant parking space cannot be guaranteed. For more information on Season Tickets click here.
Can I park my motorcycle or push bike?
Our car parks may provide parking facilities for motorbikes or push bikes. There may be discounted parking rates available for motorbikes and riders should obtain the relevant concession ticket from the car park attendants before paying for their parking at the pay station.
Is the car park safe and secure?
Most of our car parks have been awarded the Safer Car Park award. The car park may be monitored by CCTV. Instead of relying solely on the car park attendants, CCTV cameras monitor the car parks. CCTV images may be also monitored on-site by our APCOA staff who may be in attendance 24 hours a day, 7 days a week. For more information please refer to the relevant page for each site.
What if I need assistance in a car park?
Help Points may be located in our car parks on payment machines, barrier equipment and at strategic points around the car park. Calls may be directed through to the staff kiosk.
Does APCOA have a Customer Complaints Policy and Procedure?
If you are not satisfied with the service level that you have received, you can write to our UK Customer Complaints team who will deal with your enquiry. Please click here to download a copy of our Customer Complaints Policy and Procedure.
Does APCOA have a Health and Safety and Environmental policy?
Yes, please click here to download a copy of APCOA’s Health and Safety policy and APCOA’s Environmental policy.
Where do I find Terms & Conditions of parking for Southeastern Railway?
Please click here to view the Terms & Conditions.
How can I submit a refund request for tickets purchased via APCOA Connect and City Centre Parking for Southeastern Railway Car Parks?
Daily Tickets
If a parking session is no longer required or there are no available parking bays at the time of attempting to park, a refund request can be made prior to the parking session starting, or at the time of attempting to park. Refund requests made later in the day or at a later date, cannot be honoured as it cannot be determined if the parking services were used.
To request a refund, please contact our Customer Service Team via email to csc.refunds@apcoa.com. Please ensure to include your booking reference number, vehicle registration and car park location within your email.
Weekly Tickets
As weekly tickets are sold at a discounted rate, if the car park cannot be used due to it being full, a refund cannot be provided on the basis that the remaining days of parking would still equate to a greater value to that paid for the weekly ticket. If a weekly ticket is surrendered after a few days of being issued, a refund may be due. Please immediately contact the Customer Support Team, so that the ticket can be cancelled and any remaining balance, refunded.
To request a refund, please contact our Customer Service Team via email to csc.refunds@apcoa.com. Please ensure to include your booking reference number, vehicle registration and car park location within your email.
My question isn't covered here. What should I do now?
This list of FAQs is provided to assist customers with the most common queries. For other queries please log on to our live chat and one of our team will be delighted to assist you.
