Transport for London (25 021 293)
Category : Transport and highways > Traffic management
Decision : Closed after initial enquiries
Decision date : 14 Apr 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about Transport for London wrongly charging him for driving in the congestion charge zone. This is because Transport for London has agreed to refund Mr X’s payments and it is unlikely investigation would achieve anything more for him.
The complaint
- Mr X complains Transport for London (TfL) wrongly charged him for driving in the congestion charge zone in his electric vehicle.
The Ombudsman’s role and powers
- 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)
How I considered this complaint
- I considered information provided by Mr X and the Authority.
- I considered the Ombudsman’s Assessment Code.
My assessment
- TfL has now responded to Mr X to explain that although electric vehicles are exempt from the congestion charge, the vehicle must be registered to qualify for the exemption. It says Mr X did not register his vehicle and it therefore charged him for several journeys into the zone. In total he has paid £240.
- TfL nevertheless accepts Mr X’s vehicle qualifies for the exemption and it has therefore agreed to refund the charges he paid. It has asked Mr X to confirm his bank details or preference to obtain a refund by cheque, and once Mr X has provided the relevant information we would expect TfL to issue the refund within four weeks. If Mr X does not receive the refund in this time he may contact us and we will chase this for him.
Final decision
- We will not investigate this complaint. This is because TfL has agreed to refund Mr X’s payments and this provides a suitable remedy for the complaint. It is therefore unlikely further investigation would achieve anything more for Mr X.
Investigator's decision on behalf of the Ombudsman