Transport for London (25 024 468)
Category : Transport and highways > Parking and other penalties
Decision : Closed after initial enquiries
Decision date : 17 May 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about Transport for London’s handling of penalty charge notices. This is because the authority has now cancelled the notices and this provides a suitable remedy for Mr X.
The complaint
- The complainant, Mr X, complained Transport for London (TfL) issued him with Penalty Charge Notices (PCNs) for a vehicle he had sold. Mr X says TfL did not accept the evidence he sent and its information about the amount owed was misleading. Mr X paid the PCNs to stop the matter escalating but wants a refund and the PCNs transferring to the new owner. Mr X also asked for TfL to apologise and to review its procedures.
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)
- We do not start or continue an investigation if we decide any injustice is not significant enough to justify our involvement (Local Government Act 1974, section 24A(6), as amended, section 34(B)
How I considered this complaint
- I considered information provided by the complainant and the Authority.
- I considered the Ombudsman’s Assessment Code.
My assessment
- TfL has said that it has now received evidence from the DVLA and it is satisfied Mr X had sold the vehicle by the time of the alleged contraventions. It has therefore agreed to refund the money Mr X paid and to cancel the PCNs. That is the outcome Mr X wanted and is a suitable remedy. Any remaining injustice to Mr X is not significant enough to warrant the Ombudsman investigating.
Final decision
- We will not investigate this complaint. This is because TfL’s cancellation of the PCNs provides a suitable remedy for Mr X.
Investigator's decision on behalf of the Ombudsman