The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint that he was unable to pay a penalty charge using the methods set out in the notice. This is because Transport for London has agreed to accept a lesser amount and Mr X has now paid. The case is therefore closed and it is unlikely we could achieve anything more for Mr X.
The complaint
Mr X complains he could not pay a penalty charge notice (PCN) for an ultra-low emission zone contravention. He says he tried to pay via Transport for London’s (TfL’s) website but this did not work, and neither did the app. He also says he tried to telephone TfL but there was no option to pay the PCN.
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 effect 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 an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
I considered information provided by the @complainant @and the Authority.
I considered the Ombudsman’s Assessment Code.
Final decision
We will not investigate this complaint. This is because TfL has agreed to accept payment at the daily charge rate of £12.50. Mr X has made the payment and TfL has closed the case, writing off the additional amount outstanding. This provides a suitable remedy for the issue and it is unlikely investigation would achieve anything more for Mr X.
Investigator's decision on behalf of the Ombudsman