Summary: We will not investigate this complaint about how Transport for London operates a discount scheme for the congestion charging zone. The complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate.

The complaint

1. The complainant, who I refer to here as Mr B, has complained Transport for London (TfL) does not automatically apply a congestion charge discount for electric vehicles. As a result, he says he paid £55 unnecessarily. He says TfL should automatically apply the discount based on information held by the Driver and Vehicle Licensing Agency and refund him £55.

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 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)

Back to top

How I considered this complaint

3. I considered information provided by Mr B which included TfL’s explanation of why the scheme operates as it does. I have also considered our Assessment Code.

Back to top

Final decision

4. We will not investigate Mr B’s complaint because it is unlikely we would find fault by TfL in how it manages the discount scheme. Further, the injustice claimed by Mr B does not warrant our involvement.

Back to top

Investigator's decision on behalf of the Ombudsman