Summary: We will not investigate this complaint about Penalty Charge Notice because further investigation would not lead to a different outcome.

The complaint

1. Mr Y complained the Authority had wrongly pursued him for several Penalty Charge Notices (PCNs) at an increased amount after he did not receive the original PCNs for driving without making payment in the Ultra Low Emission Zone (ULEZ). Mr Y says this has caused him worry and distress.

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The Ombudsman’s role and powers

2. 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))

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How I considered this complaint

3. I considered information Mr Y provided and the Ombudsman’s Assessment Code.

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My assessment

4. Mr Y originally approached us in May 2024. Through its complaints process, the Authority has agreed, in July 2024, to accept payment of the PCNs at a reduced rate of £12.50 each which Mr Y has paid. If we were to investigate and find fault, it is unlikely we would recommend a different outcome to that already achieved. As we must use public money carefully and further investigation would not lead to a different outcome, we will not investigate this complaint.

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Final decision

5. We will not investigate Mr Y’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman