Summary: We will not investigate Miss X’s complaint that Transport for London lost a payment she made towards a penalty charge notice. This is because Transport for London has now agreed to write off the outstanding penalty charge balance, which is more than the payment Miss X says was lost, and it is unlikely we could achieve anything more for her.

The complaint

1. Miss X complains Transport for London (TfL) lost her postal order payment for a penalty charge notice (PCN). She says the Post Office has confirmed her payment was cashed and she has therefore lost £50.

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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 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)

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How I considered this complaint

3. I considered information provided by Miss X and TfL.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Although the Post Office confirms Miss X’s postal order was cashed TfL can find no record of receiving it or cashing it in. It has however agreed to write off the outstanding balance for the PCN, which is £60, as a gesture of goodwill.
6. This is a sufficient remedy for the complaint and it is therefore unlikely we could achieve anything more for Miss X.

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Final decision

7. We will not investigate this complaint. This is because it is unlikely further investigation would achieve any worthwhile outcome for Miss X.

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Investigator's decision on behalf of the Ombudsman