A restaurant at a service station an hour from Greater Manchester has faced a surge of complaints after customers reported being hit with unexpected parking fines.

Patrons have expressed their frustration online after being charged £100 for parking at OK Diner, a US-style eatery at the westbound Northop Hall services off the A55 in Flintshire, North Wales. Some have threatened to contest their fines in court, while many have stated they will never return to the restaurant. One family on their annual trip to Llandudno said: “Breakfast for 4 people including a person in a wheelchair…. £265.”

The OK Diner chain advertises classic 50s American cuisine “on the great British roadside.” It has built a loyal following over the years, but recently its online ratings have been declining.

On May 1, the Northop Hall location implemented new parking arrangements, featuring an APNR camera system managed by Smart Parking.

To avoid fines, customers were required to enter their vehicle registration details on a tablet. By June, social media was flooded with complaints from people who claimed they were genuine customers but were still fined £100.

OK Diner stated that they had to take action because people were parking there without using the restaurant, and signage is posted in the car park to inform people of the restrictions.

Those complaining claimed they were unaware of the need to enter their car details – or had done so but were fined anyway. From the reviews examined by North Wales Live, no one has yet successfully contested their fine.

One woman complained to OK Diner Northop Hall on its Facebook page: “I decided to take the family for a meal at this place for a Father’s Day treat. We didn’t see any signs about registering our car and at no point did any staff make us aware that this was required for us to do.

“I received a fine yesterday of £100. I was absolutely shocked and angry. I paid with my credit card, so I do have proof we ate there. This experience has completely put me off going to this place ever again.”

A sign at the entrance reminds people the car park is for customers only. On Facebook, OK Diner said it introduced the new system “due to the volume of cars blocking our car park who aren’t genuine customers.” In a post about the new arrangements on July 8, the restaurant stated guests would only qualify for free parking if they “sign in their vehicle.”

Customers claimed there are no signs in the car park. One, an MBE recipient, said he was also unaware of the system. He arrived at 12:30 PM on June 11, paid for food at 1:32 PM, and left the car park at 1:42 PM. He received a fine three weeks later and, despite sending a copy of the meal receipt, the Smart Parking appeals team rejected his claim on July 17.

He wrote: “I will attend a lawful court and again prove that I was a legitimate customer as the car park signs insisted.”

A Google reviewer shared a similar experience, receiving a £100 fine and currently appealing it. He commented, “Their reviews are plummeting because of this issue. Whoever approved this contract has damaged their reputation significantly.”

Despite the negative feedback, some recent reviews were positive, with patrons enjoying their meals and praising the staff. However, dissatisfaction remains prevalent. One holidaymaker, who left without eating after a long wait for a table, was fined £100 upon returning from her trip. She titled her Tripadvisor review “Not OK Diner” and vowed not to pay.

A couple traveling to Llandudno stopped at Northop Hall Services for breakfast with their daughter, who arrived in her own car. They both received £100 fines. The mother wrote, “Breakfast for 4 people £62.35, paid the cashier £65 cash, plus two parking fines at £100 each. Absolutely disgusted. Why wasn’t there a machine inside to log your car details when we arrived? We will never use this place again.”

Two retired parents drove three hours to meet their children, spent over £100 on food, and both parties were fined £100 each. Similarly, two other pensioners, one disabled, also received £100 fines. Despite being frequent customers, they said no staff informed them of the requirement to register their cars. “Totally disgusted,” one wrote. “Never again will I enter an OK Diner. I’ve informed all my family and friends.”

Recent visitors believe OK Diner staff have been reminded to inform customers about registering their vehicles, yet fines continue. One customer said, “Clearly the tablet did not process my details, and now I have a £100 fine. I fought this with the parking company, but they said it was my responsibility even though the staff assured me it would be OK.”

OK Diner was approached for a comment. On Facebook, responding to complaints from angry customers, the Northop Hall restaurant has offered assistance. Sharing an online contact form, they wrote, “Please use this link to provide details, including your proof of purchase. We can help you sort this out.”

Complaints have also been directed to OK Diner’s account on X (Twitter). One man was fined after meeting his wife for tea after work. The company responded on July 10: “We apologize for the parking charge notice (PCN). There are signs in the car park to inform people of the restrictions. This was necessary because the car park was often full while the diner was not busy, preventing genuine customers from finding a space.”

Smart Parking was also asked for a statement. A spokesperson said, “Smart Parking was brought in to manage the car park at the OK Diner to prevent parking abuse and ensure genuine customers can always find a place to park. The car park at the OK Diner is private land, and motorists should always check the terms and conditions before deciding to park. At the OK Diner, there is no free parking between 9 PM and 9 AM, and this is clearly indicated on numerous signs across the site. For customers parking within the correct hours, they simply need to register their vehicle at the terminal in the OK Diner to secure free parking.

“Smart Parking is a proud member of the British Parking Association (BPA) and strictly follows its guidelines. We operate a BPA-audited appeals service and recommend that any motorist who feels they have been incorrectly charged contact us directly for investigation.”