The Ombudsman's final decision
Summary: We will not investigate this complaint about a congestion charge as there is insufficient injustice caused to the complainant to justify our further involvement.
The complaint
Mr X complains he was forced to travel into a congestion charge zone due to having to avoid roadworks he says were not advertised on Transport for London’s (TfL) website. Mr X had checked his route prior to travelling and wants to be refunded the £15 he paid.
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 any injustice is not significant enough to justify our involvement (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
We have limited resources and must direct them to the most serious cases, in the public interest. While I recognise Mr X feels strongly that he was charged through no fault of his own, any injustice caused to him is not sufficient to justify our further involvement.
Final decision
We will not investigate Mr X’s complaint because he is caused insufficient injustice to justify our further involvement.
Investigator's decision on behalf of the Ombudsman