The parking fine refund scheme is open.
We have prepared the below information to help you with specific questions.
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
How do I apply for a refund?
Once the scheme opens, you will be able to apply:
- online via our parking fine refund page
- by phone by calling us on 01372 474 474
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 do I identify the payment on my bank statement?
Most payments will appear as "ELMBRIDGE BOROUGH" on your bank statement. When providing proof of payment, include:
- the payment reference (showing "ELMBRIDGE BOROUGH")
- the payment date
- the amount paid
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 or appeal this process – how do I do that?
You can raise a complaint with the Local Government and Social Care Ombudsman.
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.
Why can’t the council contact people directly about refunds?
We don’t have access to contact details for people who received these parking fines. The information linked to a vehicle registration number is held by the DVLA and is protected for privacy reasons. We are not able to use that data to contact drivers about refunds.
Because of this, we’re asking anyone who thinks they may be eligible to apply through our refund scheme. We’ll promote the scheme widely to make sure residents and visitors are aware.
I’ve sold the car since receiving the parking fine – can I still apply for a refund?
Yes. You can still apply for a refund even if you no longer own the vehicle and can provide the vehicle registration number.
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 (parking reserves). 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.