Summary: We will not investigate this complaint about charges for a lost car toll tag. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate.

The complaint

1. Mr X complained that he was charged for losing a car tag, used for crossing Tamar tolls.

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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 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)

3. We do not start an investigation if we decide there is not enough evidence of fault to justify investigating.

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

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How I considered this complaint

4. I considered information provided by the complainant and the Authority.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X applied for a car tag with Tamar Crossings. He was given a tag that was attached to his car for prepaid passage through the tolls.
7. The application had terms and conditions. These said the tag would remain the property of The Tamar Bridge and Torpoint Ferry Joint Committee. If lost, it reserved the right to charge a fee for a replacement.
8. Mr X says he sold his car and forgot to remove the tag and told Tamar Crossings. He says Tamar Crossings asked him to pay a £20 fee for a misplaced tag.
9. In its responses in October 2024, Tamar Crossings said it had not received payment and had suspended Mr X’s account, it reserved the right to close it. It said the charge was in line with its terms and conditions, agreed by Mr X. It reopened his account and said it could take the fee from his account balance.
10. Mr X agreed to the £20 fee being taken from his account balance. He said the terms and conditions were not clear and while he agreed to pay the fee, would like the fee removed.
11. Mr X has paid the fee for the misplaced tag. No significant personal injustice has been caused to Mr X to justify investigating the complaint further.

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Final decision

12. We will not investigate Mr X’s complaint because there is not enough evidence of fault causing injustice to Mr X.

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Investigator's decision on behalf of the Ombudsman