Summary: We will not investigate this complaint that the Authority wrongly debited the complainant’s account for emission zone charges. This is because the Authority is to consider the case now and I consider this is an appropriate way forward at this time.

The complaint

1. Miss X complains Transport for London (TfL) wrongly debited her account for emission zone charges several times and that it still owes her a £900 refund in this regard. Miss X has been waiting almost a year for TfL to resolve this matter. Miss X says she has been caused stress and has been impacted financially.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
3. It is our decision whether to start, and when to end an investigation into something the law allows us to investigate. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)

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How I considered this complaint

4. I considered information provided by the complainant and the Authority.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. TfL has told us it is to look into the matter now. I recognise Miss X has been waiting many months for this to happen, but TfL is best placed to resolve this issue, in the first instance and I consider therefore it is appropriate to allow it to investigate, at this time. Miss X can bring the complaint back to us if TfL does not resolve the matter to her satisfaction.

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Final decision

7. We will not investigate Miss X’s complaint because TfL is to investigate and I consider this to be an appropriate way forward at this time.

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Investigator's decision on behalf of the Ombudsman