The Ombudsman's final decision
Summary: We will not investigate this complaint about the Ultra-Low Emission Zone because the injustice caused is not significant enough to justify our involvement.
The complaint
Mr Y complained the Authority has failed to refund £15 he had paid to enter the Ultra-Low Emission Zone (ULEZ) but then decided not to travel in the ULEZ. This caused Mr Y frustration and he would like the £15 returned.
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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information Mr Y provided and the Ombudsman’s Assessment Code.
My assessment
In July 2022, Mr Y paid £15 to the Authority to be able to drive within the ULEZ. Mr Y then used a different route and did not drive in the ULEZ. He complained to the Authority, asking for a refund. The Authority responded a few days later. Mr Y then approached us in September.
Our role is to consider complaints where the person brining the complaint has suffered significant personal injustice as a direct result of the actions or inactions of the organisation. This means we will normally only investigate a complaint where the complainant has suffered a serious loss, harm or distress as a direct result of faults or failures. We will not normally investigate a complaint where the alleged loss of injustice is not a serious or significant matter.
We provide a free service, but must use public money carefully. Mr Y’s claimed injustice is not significant enough to justify our use of public money to investigate his complaint. Consequently, we have decided not to investigate this complaint.
Final decision
We will not investigate Mr Y’s complaint because the injustice caused is not significant enough to justify our involvement.
Investigator's decision on behalf of the Ombudsman