Summary: We will not investigate this complaint about a parking ticket. The complainant’s requested outcome has been achieved so there is nothing further we could achieve by investigating the matter.

The complaint

1. The complainant complained they were pursued for payment of a parking fine, despite having already paid. They said the matter caused them significant distress and confusion. They wanted the Council to allow them to pay their outstanding balance to resolve the matter, and make changes to the system they use to make it easier for people to see what they owe.

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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:

• further investigation would not lead to a different outcome, 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 and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The complainant received several Penalty Charge Notices (PCNs). They told us they tried to pay the penalties but that they then received contact from enforcement agents. When they complained to us, they said they did not know how much they owed but they wanted to pay the penalties to resolve the matter due to the stress it was causing them.
6. Since then, the Council has told us the complainant has paid all outstanding penalties and the cases are closed.
7. The complainant also wanted us to investigate due to difficulties they said they had in finding out how much they owed. They wanted the Council’s and its enforcement agents’ systems to show outstanding balances as they said they experienced significant confusion.
8. The Council explained to the complainant there is a PCN appeals portal on its website, which lists a person’s outstanding PCNs and the amounts they owe. The Council said customers can also contact it via this portal.
9. Due to this, there is insufficient evidence further investigation by us would lead to a different outcome or any changes in the systems already in place. There is no worthwhile outcome achievable by our involvement and so it is not proportionate for us to investigate the complaint.

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Final decision

10. We will not investigate the complainant’s complaint because there is no worthwhile outcome achievable by further investigation by the Ombudsman.

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Investigator's decision on behalf of the Ombudsman