London Borough of Lambeth (25 005 383)
Category : Transport and highways > Parking and other penalties
Decision : Closed after initial enquiries
Decision date : 18 Aug 2025
The Ombudsman's final decision:
Summary: We will not investigate Miss X’s complaint about a penalty charge notice (PCN). This is because the Council has cancelled the PCN and we could not achieve significantly more.
The complaint
- Miss X complains that she is not liable for a PCN that the Council issued to her, due to the vehicle not being hers. She says her number plates were cloned.
- Miss X says this caused her to feel frightened and upset.
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 there is no worthwhile outcome achievable by our investigation (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 the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X received a PCN issued by the Council. She challenged this on the basis her number plates had been cloned, and the vehicle was not hers.
- The Council first refused her challenge and asked her to provide further evidence. Miss X says she spoke to someone in March 2025, who told her it did not receive her challenge. During this time, the Council escalated the PCN and the fine increased.
- Miss X then sent further evidence, which the Council accepted. The Council cancelled the PCN and confirmed no payment was required.
- As the Council cancelled the fine, the outcome Miss X sought has been achieved. While I accept she is likely to have experienced some stress during the process, there is not enough outstanding injustice to warrant investigation, and it is unlikely any investigation would achieve significantly more for Miss X.
Final decision
- We will not investigate Miss X’s complaint because it is unlikely investigation would achieve any worthwhile outcome.
Investigator's decision on behalf of the Ombudsman