Summary: We will not investigate Mr X’s complaint that Transport for London failed to pay him the correct amount under the Ultra-Low Emission Zone van scrappage scheme. This is because there is not enough evidence of fault to warrant an investigation.

The complaint

1. The complainant, Mr X, complains Transport for London (TfL) failed to pay him the correct amount for scrapping his van in March 2023. TfL awarded Mr X a grant of £5,000 but Mr X believes he should have received £7,500. He believes TfL wrongly paid him the lower amount on the basis he had bought the new van, rather than hiring or leasing it, even though the scheme allowed for the higher rate where any replacement van was purchased outright, hired or leased.

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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 Mr X and TfL.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. TfL confirms it awarded Mr X a £5,000 grant because he applied to scrap a van rather than to scrap and replace a van. This is supported by evidence of Mr X’s application to TfL and the amounts accord with the terms and conditions of the scheme which were applicable at the time he applied.

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Final decision

6. We will not investigate this complaint. This is because there is not enough evidence of fault by TfL in its award of the £5,000 grant.

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Investigator's decision on behalf of the Ombudsman