Elmbridge Borough Council apologises for incorrectly issued parking fines and will refund customers

• Parking fines in some council car parks have been incorrectly issued since 2020
• We apologise to everyone affected
• Refunds process will open in June 

We’re sorry to report that because of a procedural error, some parking fines (Penalty Charge Notices – PCNs) were issued incorrectly in Elmbridge council car parks from 2020 onwards. We sincerely apologise for this mistake and want to reassure everyone affected that a clear refund process will be introduced so that fines issued incorrectly can be paid back.

The council car parks impacted are in Esher, Cobham, Hersham, Walton-on-Thames and Weybridge. 

Parking fines issued as follows may be eligible for a refund.

Parking fines issued between 8am and 9am, and between 6pm and 7pm, in the following car parks since 6 January 2020 may be eligible for a refund:

• Berguette, Esher
• Civic Centre, Esher
• Heather Place, Esher
• Highwayman’s Cottage, Esher
• Cedar Road, Cobham
• Hollyhedge Road, Cobham
• Drewitt’s Court, Walton-on-Thames
• Manor Road, Walton-on-Thames
• Churchfield Road, Weybridge
• Monument Hill, Weybridge
• Baker Street, Weybridge

Parking fines issued on any Sunday in the following car parks since 24 April 2022 may be eligible for a refund:

• Berguette, Esher
• Civic Centre, Esher
• Heather Place, Esher
• Highwayman’s Cottage, Esher
• Cedar Road, Cobham
• Hollyhedge Road, Cobham
• Mayfield Road, Hersham
• Ashley Park, Walton-on-Thames
• Drewitt’s Court, Walton-on-Thames
• Manor Road, Walton-on-Thames
• Station Avenue, Walton-on-Thames
• Walton Park, Walton-on-Thames
• Churchfield Road, Weybridge
• Monument Hill, Weybridge
• Baker Street, Weybridge
• Heath North, Weybridge
• Heath South, Weybridge

For Ashley Park car park in Walton-on-Thames, parking fines issued between 8am and 10am or between 6pm and 7pm, since 6 January 2020 may be eligible for a refund

9,318 Parking Charge Notices have been issued in these car parks since 2020.

The refund process

Customers who received a parking fine in any of these car parks from 2020 may be eligible for a refund. The refund process will open in June and we will make it as simple as possible to seek a refund. 

Refund applications will be online through our website (elmbridge.gov.uk) or by phoning us directly (01372 474 474).

In order to process a refund, customers will be asked for the following information:

• name and contact details
• vehicle registration number
• proof of payment
• bank details for payment

Our aim is to pay all successful claims within 14 days of receiving the claim. Full details of the refund scheme will be available when the scheme opens in June.

At the 19 May Elmbridge Cabinet meeting, Councillors will be provided with the details of the refund scheme and asked to approve its roll-out to parking customers. If it is approved, the scheme will open in June.  We’ll keep you informed and share the exact start date as soon as it’s confirmed, so you know when and how you can apply. 

At this stage we can’t confirm an exact date in June, as the required council governance procedures must take place first.

Dawn Crewe, Strategic Director, Elmbridge Borough Council would like to apologise to impacted customers:

“I am very sorry that a procedural error has led to parking fines being issued incorrectly in some of our car parks. I understand this will be frustrating for those affected, and I want to reassure residents and visitors that we are doing everything we can to put this right. The refund process will be kept as straightforward as possible, with refunds issued within 2 weeks of successful application, and we will make sure the scheme is widely publicised so that everyone who may be affected is aware.”

While we are working to issue refunds, will be also put in place the correct legal framework to increase the number of council car parks allowing 30 minutes free parking (for a trial period) and to reduce the charging hours in town centre car parks -  we expect these to be a come into force from July 2026. Elmbridge Borough Council froze car parking charges in its 2026/27 budget.

Questions and answers

What has happened?
We have identified a procedural error which means that some parking fines (also known as Penalty Charge Notices or PCNs) were issued incorrectly in a number of Elmbridge council car parks from 2020 onwards. We are very sorry for this mistake and apologise to everyone affected.

Which car parks are affected?
Parking fines issued since 2020 in the following council car parks may be eligible for a refund:

Parking fines issued between 8am and 9am, and between 6pm and 7pm, in the following car parks since 6 January 2020 may be eligible for a refund:

• Berguette, Esher
• Civic Centre, Esher
• Heather Place, Esher
• Highwayman’s Cottage, Esher
• Cedar Road, Cobham
• Hollyhedge Road, Cobham
• Drewitt’s Court, Walton-on-Thames
• Manor Road, Walton-on-Thames
• Churchfield Road, Weybridge
• Monument Hill, Weybridge
• Baker Street, Weybridge

Parking fines issued on any Sunday in the following car parks since 24 April 2022 may be eligible for a refund:

• Berguette, Esher
• Civic Centre, Esher
• Heather Place, Esher
• Highwayman’s Cottage, Esher
• Cedar Road, Cobham
• Hollyhedge Road, Cobham
• Mayfield Road, Hersham
• Ashley Park, Walton-on-Thames
• Drewitt’s Court, Walton-on-Thames
• Manor Road, Walton-on-Thames
• Station Avenue, Walton-on-Thames
• Walton Park, Walton-on-Thames
• Churchfield Road, Weybridge
• Monument Hill, Weybridge
• Baker Street, Weybridge
• Heath North, Weybridge
• Heath South, Weybridge

For Ashley Park car park in Walton-on-Thames, parking fines issued between 8am and 10am or between 6pm and 7pm, since 6 January 2020 may be eligible for a refund

How many parking fines could be affected?
Since 2020, 9,318 parking penalties have been issued in these car parks. 

Who can apply for a refund?
You may be eligible to apply if you:

• received a parking fine (PCN) in one of the listed car parks, at the times listed
• received the penalty from 2020 onwards
• paid the parking penalty

Each application will be checked against the eligibility criteria which will be available when the refund process opens in June.

When will the refund scheme open?
Councillors will consider the refund scheme at the Elmbridge Cabinet meeting on 19 May. If approved, the refund scheme will open in June.

At this stage we can’t confirm an exact date in June, as the required council governance procedures must take place first. We will confirm the exact start date as soon as this is agreed and keep residents and visitors informed.

Why do I have to wait until June to request a refund?
Before we can open the refund scheme, it needs to be formally approved by Councillors. The details of the scheme will be considered at the Elmbridge Cabinet meeting on 19 May.

This step is important to make sure the scheme is lawful, fair and applied consistently to everyone affected. It also allows us to put the correct checks, systems and support in place so refunds can be processed quickly and accurately.

If the scheme is approved, it will open in June, at this stage we can’t confirm an exact date in June, as the required council governance procedures must take place first. We understand that waiting may feel frustrating, and we appreciate your patience while we take the necessary steps to put this right properly.

How do I apply for a refund?
Once the scheme opens, you will be able to apply:

• online via our website: elmbridge.gov.uk
• by phone by calling us on 01372 474 474

We will make the process as simple and accessible as possible.

What information will I need to provide?
To process your refund, we will ask for:

• your name and contact details
• your vehicle registration number
• proof of payment of the parking fine
• bank details so we can issue the refund

How long will it take to receive a refund?
Our aim is to pay all successful claims within 2 weeks of receiving a complete and valid application.

Will I receive interest on the paid parking fine?
We’re really sorry for the frustration and inconvenience this has caused. We carefully considered whether refunds could include interest and determined that we will refund the fine (PCN) amount only. Our aim is to be fair and responsible with public money, while making sure refunds are issued as simply and smoothly as possible. 

Can I get a refund on my pay and display ticket?
If you used one of the impacted pay and display car parks to go to the shops or the cinema for example, you paid for and received that parking service. The procedural error impacted our legal ability to issue a parking fine for nonpayment of that parking service and therefore we are setting up a process to issue refunds for parking fines only.

I want to complain / appeal this process – how do I do that?
You can raise a complaint with the Local Government and Social Care Ombudsman through their website - lgo.org.uk

Why wasn’t this picked up earlier?
The issue relates to a procedural error affecting how some parking arrangements were legally put in place. Once this was identified, we took steps to develop a refund scheme and put things right. We sincerely apologise for this error.

What is the council doing to prevent this happening again?
Alongside the refund scheme, we are putting the correct legal framework in place to:

• Increase the number of council car parks offering 30 minutes free parking (as a trial)
• Reduce charging hours in town centre car parks

We expect these changes to come into force from July 2026.

Will the council contact impacted customers directly?
We don’t hold the data to contact customers directly. When paying a parking fine, customers don’t need to enter contact details. However, we will communicate the refund scheme as widely as possible so that residents and visitors are aware. 

How much is a Penalty Charge Notice (PCN) in an Elmbridge council car park?
A Penalty Charge Notice (PCN) in an Elmbridge council car park is usually £50, reduced to £25 if paid within 14 days.

How much is this expected to cost Elmbridge Borough Council?
The total estimated cost of the refund scheme is approximately £308,000.

How is the refund scheme being paid for?
The refunds will be paid for from the council’s existing budgets. This means we’re not reducing services or introducing new charges to fund the scheme. We’ve been careful to take a balanced approach, so refunds can be issued fairly while continuing to protect council services and make responsible use of public money.

I was subject to debt recovery action – how will I be refunded?
If bailiff or enforcement action took place for an eligible parking penalty, we have the contact details and will contact those people directly or you can phone us (01372 474474) start the refund process.