Transport for London (25 011 743)
Category : Transport and highways > Traffic management
Decision : Closed after initial enquiries
Decision date : 16 Dec 2025
The Ombudsman's final decision:
Summary: We will not investigate Ms X’s complaint about a Penalty Charge Notice for a road charging scheme contravention. This is because it was reasonable for Ms X to appeal to the London Tribunals.
The complaint
- Ms X complains she was issued with a Penalty Charge Notice (PCN) for driving through a chargeable route without paying the charge.
- She says she mistakenly made a payment to the wrong toll. Ms X explained that at the time she made her payment, she assumed she had paid the correct charge.
- Ms X also said the area is unknown to her as she does not live there.
- She would like Transport for London to waive the PCN. he Ombudsman’s role and powers
The Ombudsman’s role and powers
- The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
- The Act says we cannot normally investigate a complaint when someone has a right of appeal, reference or review to a tribunal about the same matter. However, we may decide to investigate if we consider it would be unreasonable to expect the person to use this right. (Local Government Act 1974, section 26(6)(a), as amended)
- London Tribunals considers parking and moving traffic offence appeals for London.
How I considered this complaint
- I considered information provided by Ms X and the Authority.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Ms X was issued with a PCN for driving through a chargeable route without paying the charge. She said she made a payment online. However, her payment was for a different route. Ms X said her payment was accepted, and therefore she thought she had paid the correct charge.
- In response to her representations, Transport for London explained that the two routes have separate charging schemes. Therefore, the PCN remained due.
- Whilst I note Ms X’s concerns, she had a right of appeal to the London Tribunals, and I have seen no reason why she could not have exercised that right.
- The London Tribunals can decide if the PCN should be cancelled or not.
Final decision
- We will not investigate Ms X’s complaint because she had a right of appeal to the London Tribunals and I consider it reasonable to expect her to exercise her appeal rights.
Investigator's decision on behalf of the Ombudsman