Further to Julia Lopez MP's recent update about service issues affecting the Dartford Crossing, Julia has now received the below responses from the Minister for Roads and Local Transport, Richard Holden MP, and the Divisional Director for Dart Charge, Ms Herridge.

Minister Holden's letter to Julia can be found at the bottom of this webpage.

Ms Herridge has apologised for the service issues encountered by Dart Charge users, recognising that users have experienced difficulties in making payments and would have been worried about possibly receiving penalty charges.

The Dart Charge websites and customer contact centres are all now fully operational. Most customers will now be able to access the website without difficulty, with some possibly experiencing short delays.

National Highways has confirmed that payment deadlines have been extended to ensure everyone has sufficient time to pay the charge. Dart Charge account holders have until 31 August to update their card details on the website. Non-account holders who use the crossing between 27 July and 14 August will have until 15 August to pay the charge. 

Julia recognises the concern which has been generated by the issues affecting Dart Charge. It is hoped that the new system will improve the experience for all users in time and that the issues affecting payment and contact have now been rectified.

Further information about Dart Charge can be found online at - Pay the Dartford Crossing charge (Dart Charge): Paying the charge - GOV.UK (www.gov.uk)

Ms Herridge, National Highways' response:

Dear Julia

Thank you for your email of 1 August 2023 addressed to the Chief Executive of National Highways, Nick Harris. I have been asked to reply to you as this issue falls within my area of responsibility.

Firstly, I would like to sincerely apologise for the service issues encountered by users of the Dartford Crossing over recent days. I fully recognise that this will have caused distress for those seeking to pay and who may have been worried about the possibility of penalty charges. We’ve been working hard to fix the problems and provide reassurances to our customers.

The Dart Charge websites and customer contact centres are all now fully operational. While some customers may still experience short delays, most will now be able to access the website without difficulty.

To reassure users of the Crossing, payment deadlines have been extended to ensure everyone has sufficient time to pay the charge. Dart Charge account holders have until 31 August to update their card details on the website. Non-account holders who use the crossing between 27 July and 14 August will have until the 15 August to pay the charge. This will help ensure that people who have tried to do the right thing but have been unable to pay, will not be penalised.

Despite the undoubted difficulties encountered in the transition to the new website, users can expect to benefit from an improved system that is easier for everyone to use, whatever their individual needs. Further improvements will be rolled out that will increase flexibility and include payment options through a mobile App.

Again, I am sorry for the service issues that were experienced as we migrated over to our new systems, and I hope this response addresses the concerns you have raised.

Further information about Dart Charge can be found online at www.gov.uk/highways/dartford.

Yours sincerely,

Liz Herridge

Divisional Director for Dart Charge