Summary: We will not investigate this complaint about a Penalty Charge Notice related to the Ultra Low Emission Zone. This is because the Authority cancelled the fine.

The complaint

1. The complainant, Mr X, complains about a Penalty Charge Notice (PCN) he received for the Ultra Low Emission Zone (ULEZ). Mr X wants the Authority to allow him to pay the original daily charge.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

3. I considered information provided by Mr X and the Authority. I also considered the Ombudsman’s Assessment Code.

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My assessment

4. Mr X entered the ULEZ in a non-compliant vehicle. He tried to pay the daily charge but was told he was too late. Mr X says he tried to appeal but the Authority did not reply. The Authority says his appeal was too late. The case escalated to bailiffs who tried to collect the fine.
5. As a gesture of goodwill the Authority cancelled the PCN and recalled the case from the bailiffs. Mr X does not need to take any further action.

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Final decision

6. We will not investigate this complaint because the Authority has cancelled the PCN.

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Investigator's decision on behalf of the Ombudsman