Car parks duplicate card payments update - 2 October 2022

We are aware that many people continue to see duplicate card payments being taken out of their bank accounts having parked in Council Car Parks between 28 August and 29 September. We sincerely apologise for any frustration and distress this may be causing you and we are continuing to do all we can to rectify matters as quickly as possible. Our machine and software contractor (Flowbird) have confirmed to us that a full refund on all duplicate payments will be issued by Friday 7 October 2022. These refunds will be processed automatically and will not require the submission of any information or notification to the Council or any third party.

If you have not received a full refund of duplicate payments by 7 October, then please contact This email address is being protected from spambots. You need JavaScript enabled to view it. inserting 'REFUND NOT RECEIVED' in the Subject box or alternatively you can inform us by phone on 01905 722233.

If any customer has incurred bank/overdraft charges as a result of this issue, the Council will also ensure that these are reimbursed. If you have incurred such charges, please send details to the council by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. and inserting 'REQUEST FOR REIMBURSEMENT OF BANK CHARGES' in the Subject box. Alternatively, you can inform us by phone on 01905 722233. We will then provide you with further information on how we will process your payment.

During mid-September, the Council identified that card payments relating to car parking sessions had not been taken from individuals' bank accounts since around 29 August. The Council duly notified its contractor Flowbird to investigate the matter. On 26 September Flowbird commenced sending delayed payment files relating to individual car parking sessions for the period 28 August - 29 September to the Merchant Service Provider (Elavon). On 27 September we started to receive reports of duplicate payments being taken out of people's accounts. We subsequently requested Flowbird to put in place a block on any further settlement files being sent and were informed that the last payment file was sent for processing on 29 September.

Following continued reports of duplicate payments being taken yesterday and today, we have continued to communicate this to Flowbird, who have again assured us today (1 October) that no payment files have been sent for processing since 29 September. Flowbird have indicated that some banks take longer to process payments than others, and that those payments being taken from people's accounts both yesterday and today may relate to payment files released for processing on or before 29 September.

Anyone who has suffered from duplicate payments may wish to contact their bank in the interim as they may be able to provide a refund more quickly.

If you have not received a full refund of duplicate payments by 7 October then please contact This email address is being protected from spambots. You need JavaScript enabled to view it. or alternatively by phone on 01905 722233.