Carflow Avis 115

The appeals procedure was easy and they responded quickly and sympathetically. I just wish the company could see the problem for disabled patrons who have the same time in the carpark as abled bodied patrons.I hope they can review this protocol

Yours faithfully Bernadette R

Understanding and empathy

This review concerns an appeal I made to a parking fine issued in December 2025. I cannot deny that the fine was factually correct but in my appeal I asked for consideration/sympathy to be given to the circumstances pertaining at that time. These were that the nearest machine (in a car park) was out of order, I was experiencing severe back pain at the time meaning walking was painful, my stay was only 20 minutes and I left a note explaining all that (clearly that wouldn’t work in a camera controlled cp!). This was also the first parking fine I had received in over 50 years of driving so I was hardly a serial offender.
To my delight the Company granted my appeal and I am very grateful that they did show the compassion/sympathy for which I had asked.

Long time to answer but they did resolve the issues.

We genuinely thought that we had paid for car parking correctly in Park Trostre but subsequently received a parking fine. Our payment did not cover the time that we stayed there but on appealing the fine, Carflow cancelled the charge. I believe that they accepted the fact that our payment demonstrated that we had genuinely made a payment, albeit incorrect. Hopefully they will continue to treat customers with consideration in the future.

I got a ticket for Parking for 12 minutes because I couldn’t find the machine but I requested them to wave it off and they kindly agreed on it. I have found the interaction very respectful. The only thing that I would recommend to make the machine more prominent or directions towards the machine more prominent for convenience.

Amazing!! Explained my situation to them and they were very understanding a considerate! 👍👍👍👍

Very responsive to an appeal.

Great communication & understanding. I miss red the signs and was slightly confused. They listened to me well and wavered the parking fine.

I had recourse to use the appeals process of Carflow after dropping off a disabled passenger at Cambridge Central Travelodge. Unfortunately the process took longer than expected and I received a PCN notice having taken 16 minutes from entering to leaving the private car park.
I was expecting an inflexible automated response however I was pleased to receive the response below.....
"However, as a gesture of goodwill, we have cancelled this charge. In the future, the full payment must be made to avoid charges.

No further action is required."
A very fair response, thank you Carflow!

I had been issued with a parking fine for an honest parking mistake. I made an appeal, giving full details which was promptly considered and the fine was waved. This was dealt with within a very reasonable timescale which spanned the Christmas holidays. Good polite company to deal with. Thank you.

It’s never great getting a parking ticket. I got one in a car park that I only go to a couple of times a year and previously didn’t charge from parking. I have rated this review so highly because I have been treated fairly. The circumstance of Black Friday week and being a lot busier so I didn’t see the signs and everything took longer has been taken into account. The website is easy to use and there is sufficient room to explain what you have to. The response is within the time frame.

I submitted an appeal to Carflow about a Parking Charge Notice. The team were professional, polite, and understanding. They carefully reviewed my circumstances and cancelled the charge as a gesture of goodwill.
The process was clear, straightforward, and fair. Signage and tariffs are well explained. I appreciate how my case was handled and would recommend following their guidance if you need to appeal.

I experienced a misunderstanding over the charge time for a car park in Cambridge and, unfortunately, received a penalty. However, when I explained the full situation on line, which was very easy to do, the company understood the special circumstances and the penalty was waived. The company has a human side to it, which is not always the way nowadays.

⁹They listened to what I said in relation to a fine they had sent me. How an event of circumstances happened on the day of parking. I am disabled and there was nothing I could of done to leave the car park within the time I paid for, as i became ill while there. They then as a gesture of good will cancelled the fine. For which I was very grateful.

As everyone would expect I was disappointed I received a parking ticket, tbh I thought I had paid the correct fee at the time. I did appeal the charge, car flow acknowledged the reason for the confusion I experienced and overturned the charge thank you so much

Carflow were extremely understanding when i explained my situation. I had no issues appealing. The steps to appeal were simple & easy to follow. Their response was considerate &
positive!
thanks again carflow.

Received a parking ticket at my nearest out of town shopping complex. Was unaware parking charges were introduced since last visit.
Had a shock when the notice came through the post. Instantly went online to challenge the charge and was successful. The company wished to show kindness and explained clearly in the responding email it was a gesture of goodwill. This shows empathy and restores faith.

Received a letter notifying me of a PCN which had been automatically generated from CCTV. The CCTV is located along and access road leading to the car parking area. Therefore the claimed parking infraction was actually logged from and including non-stationary movement of the vehicle to and from the parking area. We were first time visitors to the location and after stopping and remaining in the car for less than 10 minutes, checking maps for information on the facilities, and checking the parking payment methods, we decided not to stay because of a screaming infant in our child seat. We were recorded by the CCTV for having stayed 12 minutes which we apparently owed 80p for. (Keep in mind we did not park or leave the car at any point) And then 2 weeks later get a letter saying it's the second warning and we only have 2 days left of the reduced rate and if we appeal then we lose the option to pay the reduced rate. 60 or 100 pounds penalty for driving into then out of the parking area, which was not at all busy, ie. We were not impacting other users.
It's a shockingly deceitful system which should have barriers and clear warning at the point of CCTV entry and exit registration that the vehicle is being photographed and timed from that point of entry.. not even from the moment of parking.
What a dishonest operation that should be illegal.

Carflow have been incredibly helpful and reasonable in my case. They took my individual circumstances into consideration and treated me like an actual human being which often is not the case these days. Thank you Carflow!