Transport for London (26 005 253)
Category : Transport and highways > Parking and other penalties
Decision : Closed after initial enquiries
Decision date : 28 May 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Authority placing a road user charge on Mr X’s account, and the actions of Enforcement Agents instructed to retrieve the charge. The complaint is made late and there are not good reasons to consider it now.
The complaint
- Mr X complained the Authority wrongly placed a road user charge on his account, and about the actions of Enforcement Agents instructed to retrieve it.
- Mr X said this caused distress, frustration and time and trouble.
- Mr X wants the Authority to pay him an hourly amount for the time it took to address the matter, other out of pocket expenses and a further symbolic financial remedy for distress.
The Ombudsman’s role and powers
- The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
- We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something an Authority has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
- I considered information provided by Mr X.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X received the Authority’s final response to his complaint in February 2025. The response provided Mr X with an explanation and notified him that the road user charge had been wiped. Mr X was signposted to us if he remained dissatisfied.
- We will not consider this complaint as it is late. Mr X did not complain to us until May 2026 which is longer than 12 months after the Authority’s final response. I have considered the reasons Mr X has provided for the delay in approaching the Ombudsman. However, I am not persuaded to exercise discretion to consider his complaint now.
Final decision
- We will not investigate Mr X’s complaint because it is late and there are not good reasons to consider it now.
Investigator's decision on behalf of the Ombudsman