Summary: We will not investigate this complaint about Transport for London’s scrappage scheme. The complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. There is nothing to suggest fault by Transport for London.

The complaint

1. The complainant, who I refer to here as Ms X, has complained Transport for London (TfL) refused her application for a payment under its Ultra Low Emission Zone (ULEZ) scrappage scheme. The scheme, which no longer operates, provided payments to help people replace cars that did not comply with ULEZ rules. The scheme only applied to cars which had been owned for more than 12 months before 23 October 2019. Ms X’s application was for a car she bought in September 2019.

Back to top

The Ombudsman’s role and powers

2. We may decide not to start an investigation if the tests set out in our Assessment Code are not met.(Local Government Act 1974, section 24A(6), as amended)
3. We cannot question whether a decision is right or wrong simply because the complainant disagrees with it. We must consider whether there was fault in the way the decision was reached that is likely to have affected the outcome. (Local Government Act 1974, section 34(3), as amended)

Back to top

How I considered this complaint

4. I considered information provided by Ms X and TfL. I also considered the Ombudsman’s Assessment Code.

Back to top

Final decision

5. We will not investigate Ms X’s complaint because we do not provide an appeal against TfL’s decisions. There is nothing to suggest fault by TfL. It considered her circumstances and explained to her why it would not allow her application.

Back to top

Investigator's decision on behalf of the Ombudsman