Transport for London

The Ombudsman's final decision

Summary: We will not investigate this complaint about the level of a low emission zone fine as Transport for London is going to consider Mr X’s case.

The complaint

Mr X complains about the fine amount he has paid for a low emission zone penalty charge notice (PCN). Mr X considers he should be allowed to pay the PCN at the reduced rate.

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 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 it would be reasonable for the Authority to give consideration to the complaint.

How I considered this complaint

I considered information provided by the complainant and the Authority.

I considered the Ombudsman’s Assessment Code.

My assessment

Mr X asked Transport for London (TfL) to consider his case but it has not done so. TfL has confirmed to me that it will now deal with the matter. I consider this is the best way to proceed at this stage and if Mr X remains unhappy once he has TfL’s decision, he can bring the complaint back to us.

Final decision

We will not investigate Mr X’s complaint because TfL is going to consider it.

Investigator's decision on behalf of the Ombudsman