UTCN Appeal Information - Case with Debt Recovery
Your Tyne Tunnel is a grassroots campaign group providing an independent voice for customers using any of the tunnels under the Tyne.
This information is based on either published sources available in the public domain or intelligence gathered from other users. Our opinion is our own, you should make your own decisions as to whether you should appeal or pay your UTCN.
For independent information as to what a debt collection agency can and cannot do we post some links here for you to read.
CDER, Trace and Marstons - Are the main debt collection agencies who TT2 use to attempt to collect unpaid tolls on their behalf.
They add £75 of charges on top of the £100 unpaid toll charge plus the actual toll itself.
We always recommend that you engage with TT2 as early as possible if you receive a UTCN and do not ignore it.
If your case has already gone to debt collection company and you are receiving debt collection letters
And only if you do not believe you should pay because you have cast iron evidence you have already paid, are exempt or similar
Here’s how to deal with them.
DO NOT IGNORE IT
Do not phone them or speak to them only communicate in writing.
The email for
CDER is is: customercare@cdergroup.co.uk
Marstons: dpo@marstonholdings.co.uk
Postal address: DPO, Marston Holdings Limited, Rutland House 8th Floor, 148 Edmund Street, Birmingham, B3 2JR.
General enquiries enquiries@marstonholdings.co.uk
TRACE: DPO@thetracegroup.co.uk
Postal Address: TRACE, PO Box 1448, Northampton, NN2 1DW
General enquiries hello@thetracegroup.co.uk
Email them the following: “Please do not call or text me again. Remove my mobile and other numbers from your records. Only communicate with me in writing. The debt is expressly denied, pass it back to your client.” This is so you only have written communication which you can keep for evidence and you don't get mixed up on the call.
We suggest you keep all written correspondence you receive from them and copies of your letter / email to them and to or from TT2.
Also keep all of your correspondence with TT2 from your appeals stages plus any evidence you may have, such as proof you sold the vehicle, proof of a credit balance on a pre-paid account etc.
If you think they have broken the "harassment" rules make a complaint using the Citizen's Advice guide above. You can also make a complaint to their consumer body.
Industry body for complaints: Credit Services Association. www.csa-uk.com Best to google them and then fill in their online complaint form. Link: https://www.csa-uk.com/page/complaints
If you think they are acting unfairly, or in error write to TT2 and complain. Copy in your MP.
Re-engage with TT2 and explain why you do not think you should pay the amount due.
Additional information:
Neither TT2 nor NECA will release a copy of the 'Business Rules' referred to within the appeals process for us to check what the rules actually are - which is a bit like playing chess with your opponent without having any idea of what the rules are in advance.
We think that is patently unfair especially when TT2 keep all enforcement income and run their own appeals process without independent review stage.
For this reason if you have a UTCN which you think should have been waived for one of the reasons we've outlined, and you have appealed, and it is now at Debt Collection Agency stage, or you have already paid it, we urge you to write again to TT2 to request a review of your case.
The exception to this if we think you should pay the 'fine' - for one of the reasons we give in the "When to pay" section.
We recommend that if you do not receive a satisfactory response you write to your MP and ask them to take it up on your behalf.