Summary: We will not investigate this complaint about Transport for London’s handling of a penalty charge notice. This is because Transport for London has agreed to cancel the notice and it is unlikely further investigation would achieve anything more for Ms X.

The complaint

1. Ms X complains Transport for London (TfL) doubled the amount of a penalty charge notice (PCN) while she was away and refused to reset the penalty charge to the initial discounted rate of £80. It then escalated to case and added a surcharge of £80 when she was informed the case was under review.

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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 Ms X and the Authority.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. TfL confirms it has now agreed to cancel the PCN and refund Ms X’s payment of £240. This provides a suitable remedy for the complaint and it is unlikely we could achieve anything more for Ms X.

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Final decision

6. We will not investigate this complaint. This is because it is unlikely investigation would achieve anything more for Ms X.

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Investigator's decision on behalf of the Ombudsman