Summary: We will not investigate Mr X’s complaint about two penalty charge notices issued by Transport for London. This is because Transport for London has cancelled the penalty charge notices and it is unlikely we would recommend any further remedy for Mr X.

The complaint

1. The complainant, Mr X, complains about Transport for London’s (TfL’s) handling of two penalty charge notices (PCNs). He says he made representations against the PCNs but TfL did not respond and instead wrote to him saying it had escalated the cases and increased the amount of the fines.

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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)

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How I considered this complaint

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

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My assessment

5. Mr X received TfL’s correspondence on 31 December 2024 and contacted TfL the same day to query its escalation of the cases. TfL responded to Mr X on 7 January 2025 confirming it had accepted his representations and cancelled the PCNs.
6. TfL’s actions provide a suitable remedy for the complaint and it is unlikely we would recommend anything more.

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Final decision

7. We will not investigate this complaint. This is because TfL agreed to cancel the PCNs and it is unlikely we could achieve anything more for Mr X.

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Investigator's decision on behalf of the Ombudsman