Summary: We will not investigate this complaint about Ultra Low Emission Zone charges. This is because there is not significant enough injustice to warrant an investigation.

The complaint

1. Mr X complains Transport for London (TfL) has not refunded him £67.50 for Ultra Low Emission Zone (ULEZ) payments he made which he now believes were unnecessary.

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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:

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

(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.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. We do not investigate all the complaints we receive. In deciding whether to investigate we need to consider various tests. These include the alleged injustice to the person complaining. We only investigate the most serious complaints.
6. I appreciate Mr X is unhappy TfL has refused to refund his payments, but the amount of those payments is not significant enough to warrant investigation.

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Final decision

7. We will not investigate Mr X’s complaint because there is insufficient injustice to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman