Summary: We will not investigate this complaint about Transport for London’s actions in respect of a penalty charge notice. This is because Transport for London has taken suitable steps to remedy the complaint and it is unlikely we could achieve anything more for Mr X.

The complaint

1. Mr X complains about Transport for London’s (TfL’s) issue and handling of a penalty charge notice (PCN). He says he did not receive the relevant notices, tried to contact TfL by phone and email but did not receive a response, and was denied his right of appeal against the PCN.

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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 effect 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 an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), 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. Mr X initially raised his complaint with TfL via London Travelwatch. In response to London Travelwatch’s enquiries TfL agreed, as a gesture of goodwill, to cancel the PCN and refund Mr X’s payment.

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Final decision

6. We will not investigate this complaint. This is because TfL’s actions provide a suitable remedy for the complaint and it is unlikely further investigation would achieve anything more for him.

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Investigator's decision on behalf of the Ombudsman