Transport for London (24 008 644)
Category : Transport and highways > Other
Decision : Closed after initial enquiries
Decision date : 07 Oct 2024
The Ombudsman's final decision:
Summary: We will not investigate Ms X’s complaint about Transport for London’s refusal to pay her the £2,000 scrappage allowance for scrapping her car. This is because there is not enough evidence of fault to warrant investigation.
The complaint
- The complainant, Ms X, complains Transport for London (TfL) refused to pay her the £2,000 scrappage allowance when she scrapped her car in March 2024.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
- I considered information provided by Ms X’s representative, Mr Y, and the Ombudsman’s Assessment Code.
My assessment
- We are not an appeal body. This means we do not take a second look at a decision to decide if it was wrong. Instead, we look at the processes an organisation followed to make its decision. If we consider it followed those processes correctly we cannot question whether the decision was right or wrong.
- In order to qualify for the £2,000 scrappage allowance motorists must pass two stages of eligibility checks and have confirmation from TfL that they qualify for the payment before scrapping, donating or retrofitting their vehicle.
- TfL’s scrappage scheme is well publicised and the process and eligibility criteria are plainly set out in the scheme documents.
- Ms X did not actually apply to TfL for the scrappage allowance; she simply scrapped her vehicle and then asked TfL to pay her the money. This is not how the scheme works and TfL’s decision to refuse her application is not affected by fault. TfL has explained the reasons it will not make an exception in Ms X’s case and we cannot say it must pay Ms X the £2,000 scrappage allowance.
Final decision
- We will not investigate this complaint. This is because there is not enough evidence of fault by TfL.
Investigator's decision on behalf of the Ombudsman