Service Anmeldelser 

Truly atrocious. No option to actually talk to anybody. Their system has the wrong information about my vehicle and there doesn't appear anyway to correct it. Every time I use the crossing I face the prospect of having to go to arbitration to get a fine chucked out. Time consuming and embarrassing.

in December I received a penalty for a crossing that wasn't mine. A few months of silent and from the beginning of May until now I've been charged 3 times for crossing that aren't mine. The automatic toll system at Dartfort Crossing is a total piece of crap!!! No one there checks anything.

3 times i have requested email confirmation of a payment for my records i have now emailed the ceo for a response absolute sham wasted an hour trying to resolve this

Shocking. Their system down. Couldn’t pay. So paid 2 days later and given penalty notice. Called and said we paid. Told that it was late and that will have to go towards a future journey 🤷‍♀️ so had to pay again. What a way to rob people! Wonder how much of other people’s money sits in their bank earning interest! Mind you, they’ve been robbing people for years, since initially the toll was only payable ‘until the tunnel was paid for’.

Had another 2 fines this morning to go with the other 13 fines from a few weeks ago. Each one was wrongly issued. The first 13 were due to a new car added with the wrong number plate. Today's were due to the fact they hadn't received the log book for that car. They had. We have the email saying they've received it.
The stress and time spent proving their incompetence is not acceptable.

Simply a dreadful service. System timed out frequently in advance of travel…..and during the journey and in the days post my journey. Tried using the telephone pay service on multiple times but this didn’t recognise my car registration and no-human to speak to. Complaints team clearly do not have any care or consideration and once identified my vehicle is under contract hire, they would not engage with me. Having tried to pay and deal with their service in good faith, the reward is a fine, even after sending them a recording of my own call to their phone pay service which confirmed they couldn’t recognise the car registration……interesting that this is not a problem for issuing a fine!

The payment website timed out several times. I then tried to ring them, the automated service didn't understand my number plate and there was no option to type it in. Tried to connect to a human and hang up. Brilliant service. They really try to catch people out to pay a penalty. If you are a tourist and don't speak the language, you are completely lost using this 'service'. Cost me more than 1/2 hour of my life.

Total sh ite show. If u forget or hour late is pnc plus the charge.. typical gov system like ulez. Don't care about the customers at all the crossing should be free by now and paid for

Just to add my disapproval of this money grabbing scheme . Passed through after picking up family from overnight flight . Got home tired , and forgot to pay the following day. Logged in to pay the following day to find I could only pay for future crossings - I was already earmarked for a fine. The Humber bridge has a 72 hour window which is not unreasonable, 24 hours is a total joke. This is not surprisingly a government scheme!

I rarely use the Dartford Crossing and had forgotten to remove an old vehicle from my account. When I received a pre-enforcement notice, I immediately updated my account and removed the vehicle, only to be charged anyway after it had been deleted.

I explained that I no longer own the vehicle, but they refused to engage or even consider the circumstances. I fully accept my oversight, but they clearly had no interest in a fair or reasonable discussion. Their attitude was essentially: "Not our problem."

It’s disappointing to see such a lack of empathy or flexibility. It genuinely feels like they care more about extracting money than treating people fairly. If £2.50 is worth more to them than good service and common sense, that says it all...

Dart Charge is so so disgraceful. I forgot to pay and paid crossing a day later and still they did not match my crossings with the charge paid. They still sent my details to Marston Holdings who will go To Northampton Magistrates and agree on action of recovery without the accused being present. This bunch is a scum. From £2.50 this fee balloons to £375 and plus Baillie fees this easily goes to £500+ . Imagine with three missed payments it all goes to £1500 . And how much does a person earn to pay this kind of fee. Indeed The current government needs to have a look at these matters as this is going to make us many of us vote for REFORM cause it listens to all of us.

Your IVR is extremely frustrating. If you call on a Sunday evening (within claimed operating hours) there is no real way to speak to an actual human being. I could only get through to someone when I called back on the Monday morning. Due to the looming threat of a PCN this resulted in me making an unnecessary payment on the Sunday evening for a crossing which had failed to register on my account. This manual payment was more expensive than had it been made via my account and I was initially refused a refund when I managed to speak to someone on Monday morning. Only when I escalated to a manager was the request for a refund granted. This is a poor customer journey and poor Customer Service and is caused by your system not updating quickly enough. There is no way you should be threatening a penalty charge before the journey has registered on the online portal. This is exactly what happened in this case and resulted in numerous phone calls and time wasted.

WOW, I used the crossing on 3rd April but it wasn't until 6th April that I realised I had forgotten to pay, so did so right away. I received a PCN on 15th April so challenged it explaining that I had paid, albeit late, but paid BEFORE I had received the PCN notice. The money grabbing, non understanding company (for want of a better word) rejected my challenge and thought they were doing me a favour by reducing the penalty. I have paid it under protest but are they so desperate and money grabbing that they didn't accept that I paid the crossing charge as soon as I had realised that I had forgotten???? Unbelievable!

Resolving a simple issue is a nightmare. round the automated system until I gave up the will to live. You should be able to give No Stars!!!

I cannot give them rating, I paid for crossings and they claimed they cannot find the records of the payments.
I made the journey in 2023, all through 2024, they harrased me that I have not paid. I made several representations, sent them the proofs on my app and bank statements, still bent of penalty. They offered another opportunity to pay, for the same crossings again, which I did, still with proofs of payments on my side, they claimed that I did not pay. As I am typing this, my car has been clamped!
They now want me to cough out £620,!
It is Mother's Day on Sunday and I need to drive 1hour and 10mins to see my mother in the Nursing Home, they have robbed me of that moment / memory, now.
I have written to the local MP, where are these charges going, if there are no record of payments on the Agency's System? 🤔

Money grabbing sleazebags.

They give you 24 hours to pay, and if you forget after arriving home at midnight, and want to pay two days later they insist on sending you a fine. It's not like they give you a reminder other than a road sign (and you can't make a note of it because you are driving).

The system is set up to take huge amounts of fines from the public. Total rip off.

So I had to use the Dartford crossing because of major traffic jams,I took this route because it was quicker, after a 4.5 hour journey, which should have been 1hour 30.because of being so late and tired I forgot to pay the charge. Received a letter with 2 options, pay the 2.50 within 14 days,this is amazing, no fine,basically just a reminder to pay the charge. This is exactly how government facilities should be,not to make more money from motorists. Not like the corrupt tfl or some local councils who go out of their way to maximise income through fines and court proceedings. Well done Dartford crossing.
Other government bodies need to take note.

Sent email with query about a crossing using vehicle recently add to my account
Received written response with detailed answer within three hours.. not bad for a Saturday evening from a Government agency

This is the worst company ever!!! Horrendous customer service ( except for an advisor who spoke to me today called Imaad who was v. pleasant and as helpful as he could be given the below par system he is working with) I cannot see my crossing history or my statements. If this were any other company, they would offer a goodwill gesture straight away. This company are only good at taking money from customers, not reimbursing them for their own mistakes. How can a website not provide the very details that it is set up to provide? Frustratingly bad. The biggest joke is that they are going to take a MONTH to send me a digital copy of my crossing history. A month to send something via email! Make that make sense. In the meantime, I have been advised not to remove a car from the list, that is no longer owned by me. And will they reimburse me for any crossings while the car is no longer in my possession? They still owe me £7.50 for 3 crossings a few years ago when the new owner of my car was driving it. Greedy companies like this are the problem in our society.

Insufficient grace period, rapid escalation of fine with < 48 hours to pay. After that no way to even pay before the fine has been mailed.
Website doesnt even show the crossing. Had to waste time calling them to confirm the situation.