Summary: We will not investigate this complaint about Transport for London’s handling of a penalty charge notice. This is because Transport for London has agreed to accept payment at the original discounted rate and refund Miss X £160 and it is unlikely investigation would achieve anything more for Miss X.

The complaint

1. Miss X complains Transport for London (TfL) took too long to respond to her representations against a penalty charge notice (PCN). She says TfL failed to put the case on hold, resulting in additional charges, and did not respond to her correspondence about the matter. She says this caused her stress and worry and meant she was unable to plan her finances. She has now paid the PCN at the increased rate of £240.

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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 Miss X and TfL.
4. I considered the Ombudsman’s Assessment Code.

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Final decision

5. We will not investigate this complaint. This is because TfL has confirmed it will agree to reduce the amount of the PCN to £80 and refund Miss X £160. This provides a suitable remedy for the complaint and it is unlikely further investigation would achieve anything more.

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Investigator's decision on behalf of the Ombudsman