Transport for London (24 012 797)
Category : Transport and highways > Other
Decision : Closed after initial enquiries
Decision date : 09 Dec 2024
The Ombudsman's final decision:
Summary: We will not investigate this complaint about Transport for London issuing traffic Penalty Charge Notices and failing to provide reasonable adjustments. This is because further investigation would not lead to a different outcome.
The complaint
- Mr X complained that Transport for London (TfL) unfairly issued him with three traffic Penalty Charge Notices (PCNs) when he was engaged in business activities, and that TfL discriminated against him by not offering adjusting its procedure to meet his needs.
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 impact 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 or continue an investigation if we decide further investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6), as amended, section 34(B).)
How I considered this complaint
- I considered information provided by the complainant and TfL.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X received three PCNs issued by TfL whilst he was engaged in his work as a self-employed private waste collector. Mr X believed these were issued incorrectly due to PCN exemptions for refuse collection.
- Mr X said that TfL did not make suitable adjustments and offer alternatives when he contacted contact centre staff to highlight his difficulties with using TfL’s online services.
- TfL says that the PCNs were issued correctly but acknowledged that it should have offered adjustments for Mr X. TfL has since apologised to Mr X and waived the three PCN charges as a gesture of goodwill.
- TfL has set out how it is improving access to services as a response to Mr X’s complaint. This includes reviewing of call handling processes and providing staff training.
Final decision
- We will not investigate this complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman