Summary: We will not investigate this complaint from Miss X about the Authority’s response to a delay in her paying an instalment for her Penalty Charge Notice and her car being clamped. The Authority has offered to resolve the complaint by refunding the charges Miss X paid.

The complaint

1. Miss X says the Authority issued a Penalty Charge Notice (PCN) because her congestion charge account still showed her written‑off car. She updated her registration in April 2024, yet the Authority told her she owed £270. She asked for an instalment plan; however, her last payment arrived late due to the cheque not being accepted. She was then told she owed more money which she paid. However, her car was still clamped outside London.

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

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My assessment

5. The Authority accepts that Miss X genuinely tried to keep to the payment arrangement when she sent the £20 cheque. The Authority has now offered to refund the full PCN amount, including the fees Miss X paid to the enforcement agency. I consider this a suitable remedy in the circumstances.

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Final decision

6. We will not investigate this complaint as the Authority has agreed to resolve the complaint by providing a full refund.

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Investigator's decision on behalf of the Ombudsman