Summary: We will not investigate Mr X’s complaint about Transport for London’s decision to refuse his applications for its vehicle scrappage schemes. This is because the decisions comply with the eligibility criteria for the schemes and there is not enough evidence of fault to warrant further investigation.

The complaint

1. Mr X complained Transport for London (TfL) refused his applications for its vehicle scrappage schemes. Mr X says he needs a new vehicle and says the eligibility criteria for the schemes are discriminatory.

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The Ombudsman’s role and powers

2. 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:

• there is not enough evidence of fault to justify investigating, or
• further investigation would not lead to a different outcome, or
• we cannot achieve the outcome someone wants, or
• there is no worthwhile outcome achievable by our investigation.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Authority runs two scrappage schemes. The eligibility criteria for the schemes include, but are not limited to:
• the “car and motorcycle” scheme: the vehicle must be a car or motorcycle; and
• the “van and minibus” scrappage scheme: the vehicle must be used and insured for business purposes.
6. Mr X applied for the Authority’s car scrappage scheme. The Authority rejected the application because Mr X’s vehicle is not classified as a car. Mr X then applied for the “van and minibus” scrappage scheme, but the application was rejected because the vehicle was not insured or used for business purposes.
7. The Authority considered the relevant criteria when it decided Mr X’s vehicle did not meet the eligibility criteria for either scrappage scheme and there is insufficient evidence of fault to warrant further investigation.

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Final decision

8. We will not investigate Mr X’s complaint because there is not enough evidence of fault in the Authority’s decision making.

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Investigator's decision on behalf of the Ombudsman