Changes to Dartford Crossing Dart Charge revealed

A new service provider called Conduent has been appointed to be responsible for vehicle identification, payment processing and account management.

These changes and new banking requirements mean that from 28 July 2023, Dart Charge account holders will need to re-confirm their payment cards, including Pay as You Go customers.

National Highways says it has contacted affected customers and that customers will have “easy instructions” when logging into their accounts.

If no action is taken and the account is not reconfirmed, transfers will not be automatically paid due to incorrect card payment details, which may result in a Penalty Charge Notice (PCN).

The National Highways said that “while they recognize this may be an inconvenience to existing customers, their communications campaigns and easy-to-follow online instructions aim to minimize the impact”.

National Highways says it “carried out customer research to ensure customer needs were factored into the new design” and that the changes hope to make the service more accessible.

Emovis will continue to issue and process requests for penalty notices.

Helen Watkinson, head of road user charging at Dart Charge, said: “We are very excited about the changes to Dart Charge.

“With new suppliers, we have worked hard to develop customer-centric services, truly putting the customer at the center of our design.

“While there have been improvements since day one, we have more exciting enhancements to further improve our service offering and offer customers greater flexibility.

“We will announce further changes as soon as they appear online. We thank our customers for their feedback, which helped to develop the new service, and we look forward to continuing our relationship with customers to further improve the service.

“Customers can leave feedback and comments on the website: https://pay-dartford-crossing-charge.service.gov.uk/Home»