Summary: We will not investigate this complaint about charges issued by Transport for London’s ‘auto-pay’ service. This is because investigation is unlikely to lead to a different outcome or achieve anything more for Mr X.

The complaint

1. Mr X complains about Transport for London’s (TfL) auto-pay service, which automatically charges motorists for driving in the ultra-low emission zone (ULEZ). Mr X says his account was incorrectly charged on three separate occasions. Mr X wants TfL to refund the charges made on his account.

Back to top

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 impact 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 or continue an investigation if we decide:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome, or
• there is no worthwhile outcome achievable by our investigation.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

3. I considered information provided by Mr X and the Authority.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. Motorists who drive in the ULEZ may have to pay a charge. TfL runs an ‘auto-pay’ service which charges motorists automatically via an online account each time they drive in the relevant zones and incur a charge.
6. Mr X received three separate auto-pay charges on his account. He disputes these charges because he says his car number plates had been cloned and a different car using these number plates had driven through the ULEZ. This resulted in his account being issued with these charges.
7. Mr X provided evidence to TfL to show that his car was different from that shown in the images provided by TfL.
8. TfL at first rejected the evidence provided by Mr X. TfL has since reviewed that evidence and agreed to refund the charges to Mr X. I consider it unlikely an investigation by the Ombudsman would add to this response or achieve anything more for Mr X.

Back to top

Final decision

9. We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome or achieve anything more for Mr X.

Back to top

Investigator's decision on behalf of the Ombudsman