Summary: We will not investigate this complaint about Transport for London’s handling of two penalty charge notices. This is because the authority has now cancelled the notices and this provides a suitable remedy for Mr X.

The complaint

1. Mr X complains about Transport for London’s (TfL) handling of two penalty charge notices (PCNs) issues for contraventions of the ultra-low emission zone (ULEZ). He says he did not receive the PCNs and did not intend to drive in the ULEZ without paying the charge.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

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

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My assessment

5. TfL does not accept fault in the issue or handling of the PCNs but has agreed to cancel them as a gesture of goodwill. This provides a suitable outcome for the complaint and it is unlikely we could achieve anything more for Mr X.

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Final decision

6. We will not investigate this complaint. This is because TfL’s cancellation of the PCNs provides a suitable remedy for Mr X.

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Investigator's decision on behalf of the Ombudsman