The Ombudsman's final decision
Summary: We will not investigate this complaint about charges for not paying the toll to use the Tyne Tunnels. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The Authority has not caused the complainant injustice that warrants our involvement.
The complaint
The complainant, who I refer to here as Mr Y, has complained he received two Unpaid Toll Charge Notices for not paying the toll to use the Tyne Tunnels. He also complains about poor customer service and that the time to pay the toll is too short.
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 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)
How I considered this complaint
I considered information provided by Mr Y and on the Authority’s website. I also considered our Assessment Code.
Final decision
We will not investigate Mr Y’s complaint because any injustice does not warrant our involvement. In each case, he could pay an unpaid toll charge of £30. The operation of the Tyne Tunnels is governed by the Tyne Tunnel Byelaws 2021 which say a motorist must pay the toll by the end of the day following the journey.
Investigator's decision on behalf of the Ombudsman