Tap a question to see the answer. You can pay your notice online at any time with the Pay Now button. If you think a notice is wrong, or you need to get in touch, email us at info@forecourteye.com with your notice reference and vehicle registration.
If you think a notice we've sent you is wrong, email us at info@forecourteye.com. You don't need to pay first.
In your email, please include:
We'll reply to let you know if we need anything else from you to look into it.
If someone else was driving, the registered keeper stays responsible for the notice. See "Someone else was driving. Do I still have to pay?" below.
If you agree the notice is correct, you can settle it straight away with the Pay Now button.
We check the images, till records and witness statement from the filling station, any ANPR images we hold and everything you tell us. We give you our decision by email, with the reasons, within 15 working days.
If your dispute is upheld, the notice and its administration fee are cancelled, we correct our records, remove your vehicle from our unpaid debt alert list and tell the filling station and our debt collection agency, TRACE (if involved).
Unless we tell you otherwise, the administration fee follows the normal stages while we look into your dispute, and it is cancelled completely if your dispute is upheld. If at any point you decide the notice is correct, you can pay at any time using the Pay Now button.
If you disagree with our decision, you can ask for a review by a senior manager who wasn't involved. Email info@forecourteye.com within 28 days of our decision and tell us why you disagree; they reply in writing within 10 working days. You can also get free, independent advice from Citizens Advice (citizensadvice.org.uk or 0800 144 8848).
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
Yes. The notice is the responsibility of the registered keeper of the vehicle. We ask the DVLA who the keeper was on the date of the incident, and the notice is sent to that person.
The fuel was taken using your vehicle, and you are its registered keeper, so the notice can't be cancelled because someone else was driving. This applies whoever had the vehicle at the time, whether that was a family member, a friend, an employee, a garage, a mechanic or a valeter. We don't transfer notices to another driver, and you don't need to send us their name and address.
Please pay the notice using the Pay Now button, and then recover the cost from the person who was driving. That's a matter between you and them.
Pay as soon as you can, because the administration fee goes up the longer a notice is unpaid. See "When will my administration fee increase?" below.
This is different from cases where it wasn't your vehicle at all. If your vehicle or plates were stolen, your plate was cloned, your vehicle was somewhere else at the time, or you had sold it before the date on the notice, email info@forecourteye.com instead.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
No. The administration fee is not negotiable.
The fee covers our costs of dealing with an unpaid fuel incident, including tracing the registered keeper through the DVLA, writing to you and, if needed, passing the debt to our debt collection agency. It is set only by how long the notice has been unpaid. It is the same for everyone at each stage, and it can't be reduced or waived by phone, by email or in any other way. Our team can't change it either.
The only time an administration fee is removed is when a dispute is upheld, for example because you had already paid, your plate was cloned or your vehicle was stolen. If you think one of those applies, email info@forecourteye.com. Requests to reduce or waive fees on their own won't be considered.
The best way to keep the fee as low as possible is to pay early, before it moves to the next stage. See "When will my administration fee increase?" below for the full table.
If you're having difficulty paying, see "I've paid but I'm still being contacted, or I'm having trouble paying" below.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
The administration fee goes up in stages, depending on how long the notice has been unpaid since the date of the incident. The amount depends on the type of incident (a drive-off, or a no means of payment where you told the site you couldn't pay) and on your vehicle type.
Drive-off, car, motorbike or van: £20 if paid within 24 hours, then £40 once we have formally asked the DVLA for the keeper's details, then £65 from day 15. Once a notice has been unpaid for 29 days it is passed to our debt collectors.
No means of payment, car, motorbike or van: £4 within 24 hours, £10 from day 2, £40 from day 5 and £65 from day 15. Once a notice has been unpaid for 29 days it is passed to our debt collectors.
HGV fees are higher. The full tables are below.
| Drive-off | Cars / Motorbikes / Vans | HGV |
|---|---|---|
| Fuel or AdBlue and admin fees for 0 – 24 hours | £20 | £20 |
| Formal request for keeper details sent to the DVLA | £40 | £150 |
| Unpaid for 4 to 14 days | £40 | £150 |
| Unpaid for 15 to 28 days | £65 | £300 |
| Unpaid for 29 days or more and sent to debt collectors | £65 | £300 |
| No means of payment | Cars / Motorbikes / Vans | HGV |
|---|---|---|
| Fuel, AdBlue, goods and admin fees for 0 – 24 hours | £4 | £15 |
| Unpaid for 2 to 4 days | £10 | £35 |
| Unpaid for 5 to 14 days | £40 | £150 |
| Unpaid for 15 to 28 days | £65 | £300 |
| Unpaid for 29 days or more and sent to debt collectors | £65 | £300 |
Paying before your notice reaches the next stage stops the fee going up.
The fee can't be reduced or waived. It is only cancelled if a dispute is upheld.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
If you think we've contacted you about fuel by mistake, email info@forecourteye.com with your notice reference, your vehicle registration and a short explanation of what went wrong. You don't need to pay first.
For example, let us know if:
We'll reply to let you know if we need anything else from you.
If someone else was driving, the registered keeper stays responsible for the notice, so please pay it and recover the cost from the driver.
We check the still images and photos the retailer sent us, the till record, the staff witness statement, our ANPR images and the DVLA vehicle details, along with what you tell us. We email you our decision within 15 working days. If we need longer, we tell you why and when to expect an answer.
If the charge was wrong, we cancel or correct it, remove your vehicle from our unpaid debt alert list, tell the retailer and TRACE (if involved), and refund anything you paid that you didn't owe. If we believe the charge is correct, we explain why and show you the evidence.
If you disagree with our decision, you can ask for a review by a senior manager who wasn't involved. Email info@forecourteye.com within 28 days of our decision and tell us why you disagree; they reply in writing within 10 working days. You can also get free, independent advice from Citizens Advice (citizensadvice.org.uk or 0800 144 8848).
If you agree the charge is correct, you can pay at any time using the Pay Now button.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
If you think another vehicle is using your registration, you'll need to report it to the police and then let us know. You don't need to pay while we look into it.
We'll reply to let you know if we need anything else from you.
We also recommend telling the DVLA and giving them your crime reference, as in some cases they can issue a new registration number. Keep copies of any other letters or fines about journeys you didn't make, as they can help show a pattern.
If you recognise the visit and want to settle the notice instead, you can pay at any time using the Pay Now button.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
The theft must be reported to the police, and then you can let us know. You don't need to pay while we look into it.
We'll reply to let you know if we need anything else from you.
If you are confirmed as a victim of crime, the notice and all administration fees are cancelled, we take your vehicle off our unpaid debt alert list, tell the retailer and TRACE (if involved), and email you the decision.
The notice stays with the registered keeper. A garage, mechanic or valeter having your vehicle is treated the same as anyone else driving it, so the notice can't be cancelled for this reason. Please pay the notice using the Pay Now button and recover the cost from the business that had your vehicle.
Pay as soon as you can, because the administration fee goes up the longer a notice is unpaid.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
If you became the keeper after the date of the incident, the debt is not yours and you won't be asked to pay it. You don't need to use the Pay Now button.
An unpaid fuel debt goes with the incident, not the vehicle. When there's an unpaid incident, we ask the DVLA who the keeper was on the date of the incident, and we deal with that person. But because our cameras read number plates, an alert can stay on the vehicle until we've confirmed when it changed hands.
Forecourt staff only see an alert for one day and must check it against the vehicle before doing anything. Nothing is decided automatically.
To get the alert cleared, email info@forecourteye.com with your vehicle registration, any reference you've been given and the date you became the keeper. We'll let you know if we need anything else, compare it with the keeper details the DVLA gave us, take the vehicle off our unpaid debt alert list, tell TRACE if it's involved, and confirm the outcome to you.
We can't share the previous keeper's details with you, because that would breach data protection law. You don't need to do anything about the unpaid amount.
If you've been sent a notice yourself and you had sold the vehicle before the date on it, email info@forecourteye.com with your notice reference, registration and the date you sold it.
We don't share our alert list with other fuel recovery companies, or receive theirs. If you've had an alert at a site that doesn't use Forecourt Eye, contact that company.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
The quickest way to pay is the Pay Now button, at any time. If a payment fails, try again with Pay Now. If it still doesn't work, email info@forecourteye.com.
Notices unpaid for 29 days are passed to our debt collection agency, TRACE Debt Recovery UK Limited, to collect on our behalf. We have not sold the debt, so you can still pay us directly using Pay Now even if TRACE has contacted you.
If you paid us, TRACE or the filling station and you're still being contacted, email info@forecourteye.com with your notice reference, your vehicle registration, and when and who you paid. If you think you've paid twice or paid too much, tell us that too. We'll let you know if we need anything else.
We match your payment to our records, TRACE's and the site's till records. Once it's confirmed, we remove your vehicle from our unpaid debt alert list, confirm the notice is closed, and refund anything we took beyond what you owed.
The administration fee can't be reduced or waived, but TRACE can set up a payment plan you can afford and put you in touch with free, independent debt advice. Free advice is also available from MoneyHelper (0800 138 7777), StepChange and Citizens Advice.
If a disability, health condition, bereavement or another serious circumstance makes it hard for you to deal with your notice, email info@forecourteye.com and tell us how we can help, including how you'd like us to contact you.
Email info@forecourteye.com to dispute the notice. You don't need to pay first.
If you're unhappy with how TRACE treated you, email complaints@forecourteye.com and we will investigate.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
Most vehicles don't need removing. Our cameras read every plate on a protected forecourt, and reads that don't trigger an alert are deleted automatically after 10 days. A plate only triggers an alert if it is linked to an unpaid Forecourt Eye notice, or if the DVLA has no record of it. Forecourt Eye Limited is responsible for this data, so you deal with us, not the filling station.
Forecourt staff see an alert for one day and must check it against the vehicle before doing anything; nothing is decided automatically. Alert records are deleted after 90 days. We use this data on the basis of legitimate interests (preventing fuel theft and recovering money owed).
To ask for a copy of your data, or to ask us to delete it or stop using it, see "Can I see, correct or delete the data you hold about me?" below.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
Yes. Our Privacy Policy explains what personal information we hold, why we hold it, who we share it with and how long we keep it.
To ask for a copy of your data, use our Subject Access Request form or email our data protection lead at dpo@forecourteye.com. You don't need to use particular words and there is normally no fee. We reply within one month, and may ask for proof of identity first. We send you everything we hold, not a summary, including ANPR images, incident photos, still images and DVLA data. CCTV footage is held by the forecourt operator, and we can tell you how to contact them.
You can also ask us to correct data that is wrong, delete data we no longer have a good reason to keep, or object to how we use it. Some records must be kept for set periods: for example, we can't delete data we need to recover an unpaid debt, and the DVLA requires us to keep the plate and keeper request evidence for 2 years. We tell you what we keep, why and for how long.
If we wrote to an old address, tell us your current one and we stop using it. To change the address the DVLA holds for your vehicle, contact the DVLA.
Asking for your data doesn't dispute or pause your notice. If you think the notice is wrong, email info@forecourteye.com. If it's correct, pay it using the Pay Now button so the administration fee doesn't go up.
If your concern is about how we used your personal information, including details we got from the DVLA, email our data protection lead at dpo@forecourteye.com. You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113, or to the DVLA at gov.uk/dvla/complaints if you think we asked for your details without good reason.
To find out how we collect and use your personal information, read our Privacy Policy. Our fees and the terms that apply to unpaid fuel recovery are set out in our Terms and Conditions.
