Drivers using the Dartford Crossing in Kent have been mistakenly handed fines totalling over £4 million in the span of 12 months, as reported by an investigation. According to figures obtained through a Freedom of Information request by the PA news agency, National Highways cancelled a total of 59,007 penalty charge notices (PCNs) within the first year of switching to a new payment management provider for the popular south-east England crossing. This number is significantly higher compared to the 3,595 PCNs cancelled in the previous year. The original value of the 59,007 PCNs at the time of issuance amounted to £4.1 million, with each fine set at £70, reduced to £35 if paid within 14 days.
The Dartford Crossing comprises a bridge and two tunnels connecting Thurrock in Essex with Dartford in Kent. A private company named Conduent was awarded a £150 million contract by National Highways to oversee crossing payments starting July 28 last year. Following Conduent’s assumption of the role, instances arose where drivers were incorrectly fined or charged due to a vehicle with a similar number plate using the crossing, leading to challenges in making payments and managing accounts. National Highways has stated that these issues have been addressed.
Drivers using the Dartford Crossing between 6am and 10pm are subject to charges, with fees ranging from £2.50 for cars to £6 for lorries for one-off payments. These charges, known as the Dart Charge, must be settled by midnight the day after the crossing using various methods such as online accounts, telephone payments, and postal services. PCNs are issued when vehicles are detected by automatic number plate recognition (ANPR) cameras on the crossing without payment being made.
Dr. Jenny Dunne, 64, recounted being charged 34 times on her Dart Charge account over a seven-month period for crossings she did not make. This confusion arose because a car with a number plate similar to hers, differing by a single digit, was mistakenly identified by the cameras. Dr. Dunne expressed the frustrations she faced in attempting to rectify the situation, highlighting the toll it took on her time and energy. Another driver, Sarah Rodwell-Dodsworth, 37, shared her experience of being fined twice in January due to her payment card being unexpectedly removed from her Dart Charge account.
National Highways acknowledged the technical difficulties encountered during the transition to the new service provider, resulting in a surge of PCNs issued and subsequently cancelled. The agency apologised for any inconveniences experienced by customers and assured that PCNs issued in error would be retracted promptly upon customer notification. The statement from National Highways emphasised that issues have since been rectified, with the error rate on PCNs reduced to less than 1% of all fines issued. Conduent declined to provide comments on the matter.
Notable data reveals that more than 55 million journeys are made annually on the Dartford Crossing, with approximately two million PCNs issued for non-payment. Despite challenges faced during the transition period, National Highways assured drivers that measures were in place to address payment discrepancies swiftly and efficiently, striving to provide a seamless crossing experience for all motorists.