POPLA publishes Annual Report for 2022

​The 2022 POPLA Annual Report is now live - providing insight into the key themes, trends and developments observed across Ombudsman Services' seventh year providing the POPLA appeals service.

​ ​The report outlines how POPLA has continued to deliver an independent, fair and consistent appeals service, while adapting to changes in the private parking landscape. It reflects on operational performance, volumes and outcomes, as well as the regulatory and policy context in which POPLA operates.

​ ​Key areas covered in the report include:

​​Appeals volumes and decision outcomes

• ​Emerging trends and common issues raised by motorists and operators

• ​Developments in guidance, process and quality assurance

• ​Engagement with stakeholders across the sector

​In the year to October 2022, POPLA received 85,474 appeals, close to our 2019 high, and shows a marked increase on 2020 and 2021; when fewer cars were on the road due to the pandemic.

​ ​Between 1st October 2021 and 30th September 2022…

• ​We handled 17,599 inbound calls with 97% of calls answered within 30 seconds

• ​Parking operators decided not to contest 19,906 appeals (resulting in the parking charges being cancelled) a 59% increase on the previous year.

• ​76,292 Appeals completed the POPLA process, a 25% increase on the previous year

• ​45% of appeals that completed the POPLA process resulted in the appellant’s parking charge being cancelled (34,635 out of 76,292)

• ​We also referred 686 appeals back to the operator to ask them to cancel the parking charge as a goodwill gesture due to mitigating circumstances - and they agreed to do this 313 times (46% of appeals referred)

​ ​The Annual Report highlights POPLA’s ongoing commitment to transparency and continuous improvement, supporting confidence in the appeals process and contributing to a well-understood private parking system.

​ ​The 2022 Annual Report is available to read in full here.​​