Summary: We will not investigate this complaint about a penalty charge notice issued by the Council. This is because the Council has agreed to accept payment at the discounted rate of £35 and it is unlikely investigation would achieve anything more for Mrs X.

The complaint

1. Mrs X complains she did not receive a penalty charge notice (PCN) issued by the Council and only became aware of it when the Council escalated the case and issued a charge certificate, increasing the amount of the penalty charge.
2. Mrs X says it caused her stress to have to pay an increased penalty charge without being able to challenge the PCN. She wants the Council to refund her payment.

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The Ombudsman’s role and powers

3. 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

4. I considered information provided by Mrs X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. The Council confirms that in response to Mrs X’s complaint it agreed to revert the penalty charge back to the original discounted rate of £35. It accepted payment at this rate and the case is now closed.
7. The Council’s actions provide a suitable remedy for the complaint and any remaining injustice is not significant enough to warrant investigation.

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Final decision

8. We will not investigate this complaint. This is because it is unlikely investigation would achieve any worthwhile outcome for Mrs X.

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Investigator's decision on behalf of the Ombudsman