Summary: We will not investigate this complaint about postal costs the complainant incurred while challenging a Penalty Charge Notice. This is because there is insufficient evidence of injustice.

The complaint

1. The complainant, Mr X, complains that a problem with the Authority’s systems meant he could not send evidence to challenge a Penalty Charge Notice (PCN) by email. He wants the Authority to reimburse £10.40 he spent on postage.

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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 an investigation if we decide:

• any fault has not caused injustice to the person who complained, or
• any injustice is not significant enough to justify our involvement.

(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 provided by Mr X. This includes the complaint correspondence. I also considered our Assessment Code.

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My assessment

4. Mr X successfully challenged a PCN. The Authority cancelled it after Mr X submitted evidence.
5. Mr X could not submit the evidence electronically because there was a problem with the Authority’s system. The Authority could not tell Mr X when the system would be fixed. Mr X had to send the evidence by post and spent £10.40 on postage.
6. The Authority declined Mr X’s request to reimburse the £10.40. It explained it does not pay for postage or calls, or the time spent pursuing a complaint.
7. Mr X says the Authority should cover his costs because, on two occasions, the system was not working and he was forced to spend money submitting the evidence by post and incurring costs.
8. I appreciate Mr X spent time and money submitting the documents by post and this may have caused a degree of frustration and inconvenience. I can also understand why he thinks the Authority should cover his costs. But, a dispute over £10.40, and some time spent preparing the documents, does not represent a degree of injustice which requires an investigation.

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Final decision

9. We will not investigate this complaint because there is insufficient evidence of injustice.

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Investigator's decision on behalf of the Ombudsman