The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about emission zone charges. There is insufficient remaining injustice to warrant investigation.
The complaint
Mr X complains Transport for London (TfL) failed to update records, wrongly issued charges, and pursued enforcement unfairly.
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 and the Authority.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X moved a private number plate from a non ‑ Ultra Low Emission Zone (ULEZ) and Low Emission Zone (LEZ) compliant vehicle to a compliant one and notified DVLA and TfL.
TfL asked for both the old and new V5Cs to confirm the transfer, but Mr X could not provide the old document. Mr X received ULEZ/LEZ charges totalling over £4,000.
Mr X complains TfL failed to update records, wrongly issued charges, and pursued enforcement unfairly. TfL said motorists must ensure their vehicle is correctly registered before entering emission‑controlled zones, and charges apply until compliance is confirmed. TfL used discretion to register the vehicle without the old V5C and noted that Auto Pay is self‑managed.
TfL agreed to waive all disputed charges and stopped enforcement. We will not investigate because there is insufficient outstanding injustice.
Final decision
We will not investigate Mr X’s complaint. There is insufficient remaining injustice to warrant investigation.
Investigator's decision on behalf of the Ombudsman