A Penalty Charge Notice (PCN) may be eligible for full compensation by Wheely if it was issued during an active Wheely journey as a direct result of a passenger or booker request, subject to the conditions below.
When may a PCN be compensated?
A PCN may be considered for compensation if all the following conditions are met:
Access to a particular area, route, or parking location is restricted, or waiting time is limited, and the passenger or booker specifically requested a pick-up, drop-off, route, or additional waiting time that resulted in the PCN.
The restriction applies to private hire vehicles.
The chauffeur clearly informed the passenger about the restriction and the potential risk of receiving a PCN before proceeding with their request.
The chauffeur offered a reasonable alternative:
For pick-ups: message the passenger and suggest an alternative pick-up location. If the passenger still requests the restricted location, inform them of the potential PCN and any additional charges that may apply.
For drop-offs or restricted routes: offer an alternative drop-off location or route. If the passenger still requests the original location or route, inform them of the potential PCN and any additional charges that may apply.
The chauffeur contacted Customer Support as soon as possible after the journey to report the circumstances.
The PCN was appealed using supporting evidence provided by Wheely, and the appeal was rejected.
The chauffeur provides all required documentation, including the original PCN and the appeal rejection.
The PCN has been paid by the chauffeur. If a discounted payment amount is available, for example, a 50% reduction when paid before a specified deadline, it can be only considered compensation up to the applicable discounted amount.
Appeal process
If you receive a PCN during a Wheely journey:
Contact Customer Support and request a PCN appeal support letter confirming the relevant journey details.
Submit your appeal to the authority that issued the PCN within the deadline stated on the notice. Explain that the PCN was received while completing a journey as a private hire chauffeur and include the Wheely support letter.
Please note that Wheely will not provide any additional information about the journey beyond the details included in the support letter. You can read more about how we handle personal information in our privacy policy.
What happens if my appeal is refused?
If your appeal is rejected, contact Customer Support and provide the required documents, including the original PCN and the appeal rejection.
If all eligibility conditions above are met, your PCN will be reviewed for compensation.
I am concerned about my future journeys due to the result of my PCN appeal.
Providing a high-quality service and accommodating passenger requests wherever possible is important. However, chauffeurs must always comply with applicable traffic regulations, road signs, access restrictions, and safety requirements.
If a passenger requests a pick-up, drop-off, route, or waiting location that may result in a PCN, clearly explain the restriction and offer a suitable alternative before proceeding.
We also recommend familiarising yourself with local traffic restrictions, parking rules, and signage in the areas where you operate.
If you would like additional support with navigation, parking restrictions, or challenging locations, you can contact our team to attend a navigation workshop or arrange a one-to-one session with a trainer.