Summary: We will not investigate this complaint about Transport for London’s handling of three penalty charge notices. This is because Transport for London has agreed to cancel the penalty charge notices and it is unlikely further investigation would achieve anything more for Mrs X.

The complaint

1. Mrs X complains Transport for London (TfL) failed to properly consider her representations against three penalty charge notices (PCN). She also complains about TfL’s escalation of the cases despite her explaining her vulnerability and mental health conditions.

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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 Mrs X and the Authority.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In response to our enquiries TfL confirmed it has now exercised its discretion to cancel all three PCNs. This goes beyond what we could have recommended even if we had found fault, and beyond what Mrs X had asked for. I am therefore satisfied it provides a suitable remedy for Mrs X.

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Final decision

6. We will not investigate this complaint. This is because it is unlikely we could achieve anything more for Mrs X.

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Investigator's decision on behalf of the Ombudsman