on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.
Category : Transport and highways > Other Decision : Closed after initial enquiries Decision date : 28 Jan 2026 The complaint
The Ombudsman’s role and powers
How I considered this complaint
My assessment
Final decision
The Ombudsman's final decision
Summary: We will not investigate this complaint about TfL’s rejection of Mr X’s application to its now closed scrappage scheme. This is because the complaint is late and there is no good reason to exercise discretion to investigate.
The complaint
Mr X complained the Council would not accept his application for its scrappage scheme.
The Ombudsman’s role and powers
The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
I considered information provided by Mr X and the Authority.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X applied for TfL’s scrappage scheme in November 2023 and was rejected. He complained about this in May 2024 and said he had been the owner of his vehicle since 2019 and should be approved for the scheme.
TfL explained Mr X was not eligible because the vehicle was listed as owned by a company he worked for until 2022 and the terms of the scheme required Mr X to be the registered owner for 12 months prior to the scheme’s launch in January 2023.
Mr X wants us to find TfL at fault. The Ombudsman will not investigate complaints where the complainant has been aware of the events complained about for more than 12 months. Mr X has been applying for the scheme since November 2023, so this complaint is late. As the scheme has been closed since September 2024 and TfL has confirmed Mr X was not eligible for it, there is no good reason to exercise discretion to investigate.
Final decision
We will not investigate Mr X’s complaint because the complaint is late and there is no good reason to exercise discretion to investigate.
Investigator's decision on behalf of the Ombudsman