In reference to the letter on14 April regarding a parking fine complaint from JS of Tamworth, when he visited the Oxford Welcome Break service area on the M40, we would appreciate the opportunity to respond.

Welcome Break does listen to comments from our customers and regret any undue distress that may have been caused in this instance. We take road safety very seriously and our partnership with the Government to maintain and improve service provision to allow the travelling public to take a break from driving is of paramount importance to us. Unlike a number of customer-facing businesses, Motorway Service Areas operate 24 hours a day every single day of the year and provide the travelling public with a number of free services, including free toilets and parking for up to two hours.

However, the provision of parking at sites is crucial to safety as spaces (often due to local planning restrictions) is severely limited at the locations; the charging after two hours free is therefore in place to ensure that motorists (in particular at sites near cities such as Oxford) do not use the sites essentially to 'park and ride' for free, thereby precluding motorists who are genuinely looking to take a break from driving the ability to park and rest at motorway service areas. In addition, there is comprehensive signage explaining the parking policy at the sites as well as a documented appeals process for parking fines.

However, for clarity and having researched the individual case of JS from Tamworth, our records do in fact show that his appeal of 17 January, which included receipts of purchases made during the visit to the service area, was successful and that his parking ticket was actually therefore cancelled back in February. If it would be helpful, we would of course be happy to discuss further with you the vital role that Motorway Service Areas play in promoting road safety and reducing driver fatigue.