Summary: We will not investigate Mrs X’s complaint about Transport for London’s pursuit of five unpaid penalty charge notices for entering the ultra-low emission zone without paying the charge. This is because Transport for London’s agreement to cancel the penalty charge notices and refund Mrs X’s payments provides a suitable remedy and it is therefore unlikely further investigation would achieve anything more for Mrs X.

The complaint

1. The complainant, Mrs X, complains about five penalty charge notices (PCNs) issued for contraventions of the ultra-low emission zone (ULEZ). Mrs X says Transport for London (TfL) and its enforcement agents (bailiffs) have failed to respond to her requests for breakdowns of the amount owed and have ignored her comments about her ill-health.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

3. I considered information provided by Mrs X and TfL.
4. I considered the Ombudsman’s Assessment Code.

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Final decision

5. TfL has now agreed to cancel the PCNs and refund Mrs X’s payments to its bailiffs. This provides a suitable remedy for her complaint and Mrs X is satisfied with the outcome. We will not therefore investigate the matter further. It is unlikely in any event that further investigation would achieve anything more for Mrs X.

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Investigator's decision on behalf of the Ombudsman