London Borough of Havering (25 021 215)
Category : Transport and highways > Parking and other penalties
Decision : Closed after initial enquiries
Decision date : 06 Feb 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s online payment system and its escalation of a penalty charge notice. This is because the Council agreed to reduce the amount of the penalty charge and Mr X has now paid. This provides a suitable remedy for the complaint and it is unlikely investigation would achieve anything more for Mr X.
The complaint
- Mr X complains a technical error with the Council’s online payment system meant he could not pay a penalty charge notice (PCN) at the reduced rate of £80. He submitted an online form about the issue but the Council escalated the case and increased the amount of the penalty charge to £240.
The Ombudsman’s role and powers
- 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)
How I considered this complaint
- I considered information provided by Mr X and the Ombudsman’s Assessment Code.
My assessment
- In response to Mr X’s complaint the Council agreed to reduce the amount of the penalty charge back to the discounted rate of £80 and Mr X paid this amount within the period allowed by the Council. The case is therefore closed and the Council will not seek any further payment.
- The Council’s actions put Mr X back in the position he would have been in, had he been able to pay when he first tried, and this provides a suitable remedy for the complaint. It is therefore unlikely further investigation would achieve anything more for Mr X.
- I acknowledge Mr X has gone to some time and trouble to reach this point but this is not significant enough to warrant any further remedy.
Final decision
- We will not investigate this complaint. This is because the Council has agreed a suitable remedy for Mr X’s injustice.
Investigator's decision on behalf of the Ombudsman