-
Letters issued to private parking operators over
concerns
about appeal process and extra charges
-
Recommendations to government on how to
raise standards
-
Investigation launched into Euro Car Parks over whether
its practices and appeals processes
break consumer protection law
-
Tips published to help drivers avoid
common pitfalls and know their rights
The Competition and Markets Authority (CMA) has today announced a
package of actions to improve the experience
of UK motorists dealing with private parking operators
and help ensure they are treated fairly when
challenging parking charges.
Research suggests private parking operators issued around 14.4
million parking tickets in
the year 2024/25 at places such
as gyms, supermarkets,
restaurants, and retail parks.
This is more than double the number issued just 6 years
ago.
The CMA is aware of complaints
from motorists, who often feel they have been
unfairly issued with a parking
ticket. Complaints highlighted include unclear
signage, broken ticket machines, and faulty
apps. Based on its own analysis, the CMA has particular
concerns about potentially unfair practices of
some operators - including the way they
handle appeals and attempt to
recover additional fees on top of
the parking charge. As a result, the CMA is
taking steps to investigate concerns and improve
outcomes for motorists. This includes:
-
opening an investigation into
Euro Car Parks to examine whether its
practices at petrol stations and its handling of
appeals may breach consumer protection law. The
investigation will consider whether it's fair
for some drivers to receive parking
charges while queuing for, or
using, petrol pumps and other forecourt services, such
as car washes. It will also examine aspects of the
company's wider appeals processes relating to both
petrol stations and car parks. The CMA is at the
beginning of its investigation, and it has reached no
conclusions about whether Euro Car Parks has broken the
law
-
writing to other private
parking operators outlining concerns about the
appeal process for drivers and potentially
unfair additional charges applied
when seeking to recover unpaid parking
charges
-
calling on the wider
sector to take
action to ensure their practices are
consistent with consumer law and writing
to trade associations setting out steps that can be
taken now to
improve appeals handling and communications
with motorists
-
Making recommendations
to government on the new Code of
Practice, that it has consulted on. This includes
recommendations that parking firms should be
required to make drivers aware of their
rights, improve their appeals processes to make
them fair
and consistent and looking at the rules
around consideration periods
Emma Cochrane, Executive Director of Consumer
Protection at the CMA, said:
Being issued with a parking charge can be
a stressful experience. Costs are high and often
unexpected which is difficult when people are
budgeting carefully.
Parking companies must treat motorists fairly at all
stages and a clear and consistent appeals process must
be at the heart of this.
We're setting out a package
of actions and recommendations to help drivers and
we've launched an investigation into the practices of Euro
Car Parks.
It's time for all private parking
operators to comply with consumer law or risk
action from the CMA.
A new CMA video and tips will help motorists navigate
the private parking system and avoid being
caught out with unnecessary costs:
Private parking charges -
how to avoid getting caught out (video)
-
Not all car parks work the same. Car parks have
different rules, and it is important to check the rules
that apply (set out on signs in the car park) every time
you park so you don't get caught out. For
example, car parks for the
same supermarket chain can have different
rules in different locations.
-
Don't assume free parking is automatic, even
if you are a customer. Some places such as
supermarkets, gyms and
restaurants require drivers to register their
vehicle details or scan a receipt to show they are a
customer to get free parking.
-
Keep evidence if something goes wrong. If payment
machines are not working, your car breaks down or
another issue arises, take photos and keep receipts,
payment confirmations and other records in case you need
to prove what happened or need to appeal.
-
If you get a parking charge, don't ignore
it. If you believe the charge has been issued
incorrectly, act quickly and appeal to the parking
operator within 14 days, to make sure you remain
eligible for the Early Payment Discount (EPD'). If you
are not appealing the charge, pay within the 14 days
to benefit from the EPD.
-
Know your rights if you get a parking charge notice. You
always have the right to appeal. The charge should be
cancelled if you have evidence that shows you should be
exempt for example, because of
an emergency outside of your control. The charge
should be reduced to £20 in some circumstances for
example, where you paid the fee, but mistyped your
registration number.
These are outlined in the Appeals Charter in the existing
industry Code of
Practice.
Notes to editors
-
Euro Car Parks was previously issued
with an administrative
penalty for non-compliance with a CMA
Information Notice. Euro Car Parks has appealed
the CMA's decision to issue the penalty, and the
appeal is on-going. That penalty relates solely to
Euro Car Parks' initial failure to respond
to the CMA's Information Notice. It does not
cocern any alleged infringement of consumer protection
law.
-
Under the new consumer regime, if a company infringes
consumer protection law, the CMA can fine them up
to 10% of their global turnover (or £300,000 where this is
higher than 10%).
