Service Reviews 

Paying the toll charge on website was a joke. It crashed and displayed it timed out. I could not register an account. I managed to make a payment as a one off. I have been emailed a confirmation of my payment for £2.50
However after reading the reviews I hope I do not receive a penalty notice.

Like everything else the UK government run, its complete sh#t!. Run by civil servants, probably working (or not) from home. Tried to top my account up several times to avoid a fine and its not working!!
Unbelieveably incompetent on an industrial scale like every civil service led operation in this messed up country.

The system is not fit for purpose. I tried multiple times to pay online ahead of my crossing but the payment wasn't going through. So I tried to pay by phone. I found myself dealing with an automated system - which didn't work either. I ended up making a long detour via the Blackwall tunnel.

God forbid like me you end up using this crossing and forget to pay which is so easy to do when you are navigating the M25 home. Somehow they just don't make it easy to remember to pay or give you much time to pay. If like I did you pay late they fine you. It's sharp money making practice. I wish someone would do something about this kind of business as modern life has so much of it.

Tried to check that 2 journeys on 2/6/24 had been charged for by deduction of my account. On 3/6/24 website shows no record. A journey made on 25/5/24 was correctly shown/deduction made. Tried to query but repeated ask for my mobile phone number which was supposed to be an optional divulge. This charging website is fraught with mischief particularly for infrequent users.

My Father received a fine last month despite having the correct payment details set up on his account.
He contacted yourselves via the phone and was put through to someone.
This individual was totally dismissive of my Fathers case and told him to pay the fine.
My Father was 85 years old and was finding it quite stressful having to deal with someone else’s incompetence. He was busy caring for my disabled Mother and did not have time to deal with people who did not care about their predicament.
I saw him on the 9th May and he was very agitated, especially by the way he had been treated by the individual at Dart Charge. He was having to go to the bank to confirm that there was no reason that the payment wasn’t made at their end thanks to this individual who appears to have no respect for the elderly.
I believe that the additional stress on my father caused by this failure to deal empathetically with the elderly that contributed to him having a cardiac arrest and died in his sleep that night.
His death had to go through the coroner and resulted in a post mortem as the death was unexpected.
As my father was my mother’s carer, you may understand the difficulties this has now caused for her and the family.
As a result of this, I suggest that you review your training standards, especially how your staff treat the elderly and the possible consequences of their actions. No one who has made every attempt to ensure a payment facility is set up to automatically pay for a crossing should experience this treatment, especially when they are 85 years old. It is totally unforgivable.
Update: County Court action threat letter received today addressed to my Father who has now become a Mrs. £215 fined for two journeys that they should have taken the money for. Good luck getting the money from a dead man you evil lot.

The website just hangs and won't take payment. I tried on 5 consecutive days before payment was taken, tried multiple cards. Obviously PCN was still applied - how is this reasonable?

I have only given 1 star because I can’t give minus ones. Trust Pilot, put minus scores please.
I paid the toll, they sent me a letter to say I had not paid. Sent proof that I had through their online portal. They then send me another charge notice a month later for £107.50. I rang customer service who were no help at all. These people are scammers. Why is UK government and highways allowing Dart Charge to lie and scare people through their debt collection agency into paying fines that they don’t owe!

sent charge -
but according to "Syed" - images process incorrectly by "Conduet" - which resulted in penalty being issued
charge cancelled but no reference for cancellation given
can only complain in 250 characters or less - when their is so much to complain about
not put through to the correct number - staff hung up rather than helped
Dartford charge staff not fit for purpose unable to carry out basic checks that crossing date - on penalty matched picture date and payment dates my opinion dartford crossing charge service do not comply with data protection act.

I’ve been hit with around £1500 worth of fine!! Authorised my account back in August and something went wrong. I used the crossing weekly and didn’t think there was a problem. Called and called again to be told different into. Back in march I settle all my fines… so I throught!!!
I’ve just received 4 recovery unpaid notices by the courts and 2 more fines.
This is causing me so much upset and anxiety. I’m a single mother and can’t afford to pay these payments. I think it’s all a SCAM as I’ve got haven’t used it this year!! And have received fine for 2024.
I wish someone could help instead of being on hold for an hour each time I call!!! 😢

I have been trying to set up a dart account for my company for the last two weeks - I email Dart asking for help and they send one sentence replies and close support tickets so you cant actually resolve anything. One minute they ask me to email a different address, then when i do that they fob me off again and want me to call them, so i try to call them for the automated phone system to not put me through to anyone, all whilst the phone system is telling me how much easier it is to do this online - but its not easy, because their system is instantly rejecting card payment attempts without even trying to take the payment, and when you speak to these clowns (or try to speak to them) they just fob you off and tell you to email a different address or call a different number, all the whilst the clock is running down on your PCN so you have no choice but to pay a huge fine because the people whose job it is to help you sort your account out can not be bothered. This whole service is a complete con.

I logged on numerous times and was repeatedly told there were no records for my reg plate. A few weeks later I received a fine letter for non payment! Absolute joke! £37.50 for nothing really!

How they can justify the charges is beyond me! And the amount they must make in the fines is eye watering for people to use a tunnel or bridge for a few seconds of their journey! Do they not realise there is a cost of living crisis - pure greed!!!

The telephone system is a nightmare and it can seem that you are going around in circles as it keeps repeating the same options. This was the third time I called to get anyone that could help, but on my last attempt Gareth picked up the call. He was very helpful and knew what he was talking about - great advice and reassurance.

I received 9 penalties last year but there was a period when i did not receive them in the post and was unaware about them otherwise I would have paid them sooner at the lower amount. I paid £233 pounds end of November and £22.50 in January for what I thought was all of these charges dated September-October. From January I was unable to access my dart charge account as it was under my ex partners email address and details, I tried to ring up but as was unable to tell the person on the phone when my ex partner had last made a crossing I did not pass security. Then I set up a new account with my car, however every time I tried to input my car reg into the system it never found any penalty charges for me to pay and this has only just resolved now. I’ve sent numerous emails and had no response and called several times where I’m met with a waiting queue of about 60 callers infront, this has caused me a great deal of stress over the last 6+ months and the emailing telephone system is appalling I can never seem to talk to anyone and nobody has responded to any of my queries complaints, the payment system last year was behind frustrating as well.
All these issues with these fines started last year when they changed the payment system and I’ve had issues ever since keeping track of fines that I’ve received and paying them on time. Now the fines I have from last year amount up to £967.50 nobody has answered any of my appeals towards these fines ever apart from saying that I could pay £72.50 for each fine. I emailed to ask if it was possible if I could pay them in some sort of payment plan if paying that larger amount was my only option but have had no further correspondence. The whole system is a joke and it seems they don’t care about anyone’s welfare only after their money.

sent a charge paid 2.50 the same day i received it, shows up on my bank statement, i received another bill for the same charge reference i paid 4 weeks ago its now 107 shocking!!tried to phone twice alternated system is not fit for purpose sends you round in circles, Attempted to email them via there web page email is no longer in use, tried to look at the charge on line it says there is no PCNS,I now have to waste more time and send a letter of complaint recorded delivery, Corruption at the highest level taken place and stealing peoples money with zero accountability!!!

I had 12 pounds left in my account. I am emigrating from the UK so applied for a refund. Can't do this online so I sent a form by mail. Eventually received an email saying my "complaint" was being dealt with. Then received an email saying my "complaint" had been closed. Then received an email asking me to rate my experience talking to Karen. I had never spoken to anyone. Just now received an email to say my account had been closed and that my refund of 2 pounds was being processed. It should have been 12 pounds and they referenced a bank account that is not mine. I therefore do not expect to receive any of my money back. Incredible. Update - I just received a cheque in the post for the full 12 pounds refund. I've no idea why the earlier emails referenced an incorrect refund amount and bank account - and I still don't know who Karen is - but at least I got my money back.

Received a Dart fine. Never crossed the bridge. Fine showed a Tesla with a plate close to my Ford. As they couldn't match it they decided to fine me. Incompetent beyond belief. Said they would respond within 24hrs. They didn't. I had to chase them and the comic clerk who refused to apologise. Just abuse, theft and care less attitude.

Make sure you update your account. If the car is not registered to an account they would find the registered owner via the number plate and charge them for not paying. I sold a car last week and not unsurprisingly Dartford crossing was not the first thing I thought of after the sale but because the car was registered on my account I got charged for a crossing I didn't do for a car I don't own and these thieves hide behind their T&Cs saying there is nothing they can do. Where is being fair and reasonable? They have their money, how they get it they don't care. Make sure you keep your details up to date.

MOVED TO YORKSHIRE SO CLOSED MY ACCOUNT STILL WAIT FOR BALANCE TO BE REPAIDED TO ME PHONED 3 TIMES IF I HAD NOT PAID FOR USING THE CROSSING WOULD THEY WAIT 5 MONTHS FOR THEIR PAYMENT WILL PHONE AGAIN TOMORROW WILL NOT BE AS NICE THIS TIME DISGUSTING WHY TO RUN A SERVICE ????????????????????/

Useless...

Received an email saying that they couldn't take payment and that I had to update my card details. The form to do this didn't work. Tried to add new card details - didn't work. Wasted an hour calling them. Eventually paid and received a ref. number but no email confirmation. Why is it so difficult?