Summary: We will not investigate this complaint that the Council has not refunded a payment Mrs X made for a penalty charge notice that was wrongly issued as the Council is to investigate the matter and I consider this is an appropriate way forward at this stage.

The complaint

1. Mrs X complains the Council wrongly issued her with two penalty charge notices (PCNs) for the same parking contravention. Mrs X complains the Council has failed to refund the £130 she should not have had to pay.

Back to top

The Ombudsman’s role and powers

2. It is our decision whether to start, and when to end an investigation into something the law allows us to investigate. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)

Back to top

How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. The Council has told me it has been unable to find a record of Mrs X having formally complained to it about this matter. However, information Mrs X provided to us, indicates she did complain to the Council in June 2025.
6. The Council has not explained why this was not dealt with as a complaint at the time, but has now said it will investigate. I consider this is an appropriate way forward at this stage as, in the first instance, the Council is best placed to put things right if it was at fault. Mrs X can come back to us if she is dissatisfied with the Council’s complaint response.

Back to top

Final decision

7. We will not investigate Mrs X’s complaint because the Council is to investigate and I consider this is an appropriate way forward at this stage.

Back to top

Investigator's decision on behalf of the Ombudsman