The Ombudsman's final decision
Summary: We will not investigate this complaint that Mr X was overcharged for a penalty charge notice as Transport for London is to investigate the complaint.
The complaint
Mr X complained he was wrongly told to pay £180 to clear a penalty charge notice (PCN) Transport for London (TfL) had issued to him. Mr X seeks a refund of the £90 he says he was overcharged and an apology.
The Ombudsman’s role and powers
It is our decision whether to start, and when to end an investigation into something the law allows us to investigate. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
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 complained he was told to pay £180 to clear a PCN in a telephone call with TfL. Mr X says he later found out that he should have been allowed to pay the discounted amount of £90 as a notice from TfL had not been delivered to him.
Information Mr X has supplied indicates he complained to TfL but it advised that as payment had been made, the case was closed. In response to our enquiries about the complaint, TfL has confirmed it is now investigating.
TfL is best placed to respond to the complaint in the first instance and so I consider this is a suitable way forward at this time. Mr X can complain to us again if he remains dissatisfied once TfL has responded.
Final decision
We will not investigate Mr X’s complaint because TfL is to investigate it.
Investigator's decision on behalf of the Ombudsman