The Ombudsman's final decision
Summary: We will not investigate this complaint about the failure of Transport for London to respond to the complainant’s enquiries before a scrappage scheme for disabled cars was closed. The authority has confirmed the complainants’ vehicle would not have met the scrappage scheme rules as it is not a car. Further investigation will not lead to a different outcome. And we cannot achieve the outcome the complainant is seeking.
The complaint
The complainant, I shall call Mr B, complains Transport for London (TfL) failed to respond to his enquiries about a scrappage scheme until the scheme had closed. He wants TfL to agree to scrap his disabled light van under the scrappage scheme.
The Ombudsman’s role and powers
The Ombudsman investigates 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 may decide not to continue with an investigation if we decide: we could not add to any previous investigation by the organisation further investigation would not lead to a different outcome we cannot achieve the outcome someone wants (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by Mr B and the Authority.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr B says TfL failed to advise him that his disabled car could be scrapped under the scrapping scheme. He found out about the scrappage scheme from a friend in 2021. He contacted TfL but it did not respond, despite sending an automated acknowledgement. TfL finally responded in January 2022 advising the scrappage scheme closed in November 2021.
Following his complaint, TfL advised Mr B that his light van would not have qualified for the scheme as it is not a car. It further advised a new scrappage scheme may possibly be launched as the Ultra Low Emissions Zone (ULEZ) is due to expand to cover the whole of greater London in 2023.
TfL acknowledges the difficulties Mr B had experienced in trying to resolve his enquiries. It has apologised for this and offered a payment of £100.
Final decision
We will not investigate Mr B’s complaint because further investigation will not lead to a different outcome. TfL has confirmed that, even if Mr B had applied for the scrappage scheme before it closed, his van would not have qualified as it is a light van – not a car. Therefore, we cannot achieve the outcome Mr B is seeking.
I consider the apology and offer of £100 is a suitable remedy to the poor handling of Mr B’s enquiries.
Investigator's decision on behalf of the Ombudsman