Summary: We will not investigate this complaint about the Council’s handling of two penalty charge notices. This is because there is not enough evidence of fault and the Council has taken suitable steps to remedy the injustice Mr X claims. It is therefore unlikely we could achieve anything more for Mr X.

The complaint

1. Mr X complains the Council failed to respond to his representations against two penalty charge notices (PCNs). He therefore believes the Council must cancel the PCNs but says it has refused to do so. The Council issued Mr X new PCNs in early 2026 but Mr X says it is out of time to do so.

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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 Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council has provided copies of its responses to Mr X’s representations and these were properly addressed. I cannot therefore say, on the balance of probabilities, that any fault by the Council resulted in their non-delivery.
6. Because Mr X did not then pay the PCNs the Council escalated the cases in accordance with the statutory process. It then identified Mr X had moved, so it reissued the PCNs allowing Mr X a further opportunity to pay or appeal. This put Mr X back in the position he would have been, had he received the Council’s responses, and was more than it had to do in the circumstances. I am therefore satisfied it has acted properly and without fault.
7. The Council has now again agreed to accept payment to settle the PCNs at the discounted rate of £80 each and Mr X has paid these charges. The Council confirms the cases are closed and it is unlikely further investigation would achieve anything more.

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Final decision

8. We will not investigate this complaint. This is because there is not enough evidence of fault by the Council and it is unlikely further investigation would achieve anything more for Mr X.

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Investigator's decision on behalf of the Ombudsman