Summary: We will not investigate this complaint about penalty charge notices issued by Transport for London. This is because the authority has now cancelled the penalty charge notices and it is unlikely further investigation would achieve anything more for Ms X.

The complaint

1. Ms X complains about seven penalty charge notices (PCNs) issued by Transport for London (TfL) for driving through the Blackwall Tunnel without paying the relevant charges. She says she set up an auto-pay account with TfL and did not intentionally avoid paying the charges.

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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 Ms X and the Authority.
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 now cancelled all seven PCNs as a gesture of goodwill, having taken into account Ms X’s claim of mitigation, and this provides a suitable remedy for the complaint. It is therefore unlikely further investigation would achieve anything more for Ms X.

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Investigator's decision on behalf of the Ombudsman