London Borough of Southwark (25 029 443)
Category : Transport and highways > Parking and other penalties
Decision : Closed after initial enquiries
Decision date : 14 May 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the way the Council administered a Penalty Charge Notice for an alleged parking or traffic contravention, or the following complaint. The Penalty Charge Notice has been paid. We do not consider it is a good use of public funds to investigate a complaint when we are not considering the substantive issue.
The complaint
- Ms X says the Council did not properly consider her representations about a Penalty Charge Notice (PCN)] for an alleged traffic contravention. She also complains about the way the Council considered her subsequent complaint.
The Ombudsman’s role and powers
- 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)
How I considered this complaint
- I considered information provided by Ms X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- The Council issued a PCN to Ms X for parking without a permit of paying the charge.
- Ms X made an informal appeal to the Council. The Council considered her appeal but decided the PCN was issued correctly. It advised Ms X of this and explained the next steps.
- It issued a Notice to Owner (NTO) to the registered keeper of the car who paid the PCN.
- I understand Ms X’s employer (which is the leaseholder of the car) deducted the amount of the PCN from her wages. She says this caused financial hardship. However, this is a matter between Ms X and her employer.
Final decision
- We will not investigate Ms X’s complaint because we will not consider a complaint about the complaint process alone. We do not consider it is a good use of public funds to investigate a complaint when we are not considering the substantive issue.
Investigator's decision on behalf of the Ombudsman