Service Reviews 

Recently used Dartford Crossing, used Payzone Outlet next day to pay Charge, paid for 2 Crossings the previous days and for a future return Crossing some days later. 1 week later received PCN stating 1st Crossing not paid for. Checking my PayZone receipt, noticed the employee at the PayZone outlet I used had added an extra letter at the end of Car Reg Number plate, why I dont know, their mistake not mine.Contacted Dart Charge to inform that I had paid, and wrong info on Car Reg. PCN increased and Dart Charge claims no evidence of the Payment I made through PayZone could be found, after intensive investigation. Send us copy of receipt will look at it again, says them. Done this, solution to this PCN, check my sent receipt, but with the wrong Reg No taken off, and this correpondes to my crossing. My £7 payment is rattling around Dart Charge accounts trying to marry up with my wrong Reg No which contains 8 Nos /Letters, but my correct Reg No, contains 7, all UK registered cars after 2001, have a 7 letter prefix. I also contacted PayZone to confirm my Payment at the Outlet I used, with ref to the fact, Dart Charge stated no PayZone payment was ever received by them,and within 24 hrs received a reply stating happy to help, send us details, will investigate, and see what happened, now thats Cutomer Service. I now await a 2nd PCN, while Dart Charge ask for more info on my PCN, they are ramping up charges. Disgusting.

Run by chimps, designed by monkeys horrendous to cross. Needs sorting out asap. Always delays most of the time.

This bridge is just another tax on the motorist, I was late paying because of a cliche on there website.
Phoned them up not helpful at all the women barely spoke English clearly reading from a script rather than listening to what I’m trying to tell her oh and then I get a arrogant geordie fella who definitely wouldn’t speak to me like that face to face hiding behind he’s little desk.
It’s a shame cause Kent’s a really nice place just a shame you have to use that rip off Britain dartford crossing.

This company will screw you whatever you do.

I've tried without their account paying manually. You have to pay by midnight next day, and so a distraction as small as an upset child can make you forget, with very little time for you to then remember.

I have tried with their account. Forgot to remove an old car and paid for someone else's travelling for a while (which they couldnt help me with).

Oh and then with £16 on my account, i drove a new car through (thought id added it) and they wont even talk to me about the charge as the lease car is moving it into my name. Note, they can see it, but they cant talk to me about it. Oh and no of course they cant do something so reasonable as to just take the £3.50 off the account the car is now linked to.

NOT in anyway being run for the UK public, only being run to fleece the UK public.

How the hell is this not a priority matter for the politicians of this world? The Dartford MP should be ashamed, 93% 1 star reviews.

Give people a week to pay at the very very very least. It would not change operational costs.... oh unless you are relying on fine income? Shambles.

Absolutely ripping us all off £3.50 to cross that bridge that should of been free after it was paid off ,and as for the payment site constantly fails they send you threatening letter demanding payment ill never use that congested rip off again

Raped by Richard Turpin is the good version. My previous car was still connected to my account and they refuse to refund me or take any steps to trace the legal owner of the car and charge them. Lube up for DART.

Used the crossing twice last week. I have an account but received no notification of payment required and automatic payment was not taken. Indeed there is no record of either crossing in my account. I paid outside the account and have a receipt but there is still no record of either crossing.

I don't see even for what to pay, it's normal road , nothing special. Just anything to take money from people. In this country only pay and pay. I am always angry on people who doesn't work and live with benefits and work cash in hand but now I start to understand them and I think it's the only way to survive now. This things doesn't exist in any country. 2 week ago I drived and crossed 5 European country, better Roads and I didn't pay anything. Here we pay road tax, we pay for crossing we pay and pay but the roads are the most terrible in europe, where are the money going???

Very Bad customer service i got account i called them today just few minutes ago 31 03 2026 at 09 33 and added new debit card I requested to set up direct debit (auto pay when crossing) but I was refused to do so she said every time u have to call us to pay i requested to give me the login details she refused i was told to go online n send forgot password I told that I tried but it says your email is not correct, I requested to give me my account details she refused n said call us always when u crossed
What is the point of account with direct debit card if we need to call always for every crossing
NON COOPERATIVE Bad CUSTOMER SERVICE

I have an account and for the last 3 months I have received emails telling me my top up failed and they have been unable to take my payment. Another email says I have updated my payment method (which I haven't). I have called and I have re-added my card details but again this month I have received the same emails.

Would have given zero star if there's an option! Extremely unhelpful agent, very rude on the phone. Speaking to me as if I was wasting his time. Absolutely shocking

Extremely poor English from call centre staff - This lady spoke very poorly. I do not normally complain but I just had to this time round. Absolutely shocking customer service and the fact you employ people who do not speak fluent and clear English which was absolutely the case during my phone call today at around 13:38hrs on 05/03/2026

What a disgraceful payment system. I set up an account to make life easier for the occasional crossings we make. Probably only 3 or 4 times a year from our home to Gatwick. But we live 6 months of the year abroad and during this time I received two charges on my account for crossings not made. It takes time to get these rescinded but eventually they were. The I got some notification that my payment method had been changed which it hadn't. And then that my account was dormant. None of this was instigated by me. And sending emails seems hopeless because although I click on their contact link, my emails come back as 'undelivered'. Calling from the other side of the world is not practical either. So today I have closed our account. Pathetic!

Scandalous system.
We are regular dart charge payers. On one occasion on an outward journey on our way to Belgium we didn’t pay the £3 but paid it on the way back. The letters were sent to an old address so we didn’t get the reminder for a genuine mistake.
They didn’t send letters to the right address but they send a bailiff to our house at 8.15 on a Saturday morning and we had to pay £425! Is that not absolutely mental for a genuine mistake of a £3 charge. No option for a lower price.
I’ve written to our local MP and will keep pushing!

Extremely poor service. I’ve been a resident for 12 years, and almost every year it’s a struggle to renew the local resident discount. This year has been the worst. For the past three months I’ve continued receiving penalty charges despite submitting the correct documents. The service has been absolutely disastrous.

Phone calls, emails, and the entire system feel like a complete waste of taxpayers’ money. It genuinely seems set up in a way that frustrates residents and creates unnecessary stress. We already have enough stress in life, something needs to be done urgently!

I was forced to use Dartford crossing due to closed road. This was late January evening, the signs were dirty, poorly visible. Couldn't pay the charge of £3.50 as the QR code wasn't working.
Poor customer service when trying to call and challenge the penalty .
Another public body milking drivers. Avoid at al cast this crossing

I posted a review of the Dart Charge shambles back in Nov 2021 and, sorry to say, the online system hasn't improved with the passage of time.

I attempted to use the online system to renew my partners Local Resident Discount. The online system, quite reasonably, requires the claimant to upload three proof of residency documents then make payment. We managed to do neither.

Long story short, after wasting several hours over a couple of days (trying different PC operating systems and browsers), we eventually phoned the contact centre/customer services and provided the relevant documents by email followed by payment taken over the 'phone. We found staff to be knowledgeable and helpful - so many thanks to them for being an invaluable alternative to a broken online system that is a complete di-sas-ter.

I can't imagine the organisation validated this online system before unleashing it on an unsuspecting public. Responsibilities for managing the online systems have become blurred so I doubt any individuals have every been held to account over it's continued failure. National Highways should take ultimate responsibility but with so many fingers in the pie (i.e. Connect Plus, Emovis, Conduent and Capita), I doubt they know what's going on.

I have tried to pay for crossing countless times with it-saying it cant take payment. Again today, 3 attempts so far and their system says can’t collect payment. All the money they make out of motorists, and they still can’t be bothered to get their system working correctly. Or maybe they are just hoping we forget to retry and end up with a fine. I have better things to do than repeatedly try to pay for poor service.

Please check your online account If you’ve got one regularly
Last week I was charged for a crossing that wasn't mine. I made a claim and get my money back but look like the system isn’t great
Two days after claim was opened ,I received an email with informations -my claim was closed
That’s it. No explanations
Checked my account and I get the crossing charge money back
Very poor service

Nothing wrong about the crossing, hey it s just a tall bridge.

We paid while we were 5km away from the bridge and it has said payment accepted in green. SO we were not worried about it.
3 weeks later, we receive a letter telling us we have not paid. WHAT??? We checked the card directly and the transaction was not there. So strange.
We went to website, impossible to pay, it refuse the card, it s a gold card that has worked everywhere in UK.
We tried with a prepaid credit card, dont work either. We try with my other normal card, the same.
We have send email to explain it, the answer are garbage and they dont propose us anything than "try again".
My guess is, that it s from a UK governement site so icelandic card are blocked because of the 2008 financial crisis.
We finally have managed to pay with the rental car, cost us 75 pounds. to cross a bridge.
Next time if i go to UK i will cross it west.