London Borough of Redbridge (24 018 548)
Category : Transport and highways > Parking and other penalties
Decision : Closed after initial enquiries
Decision date : 18 Feb 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about a parking penalty charge notice as there is insufficient evidence of fault by the Council.
The complaint
- Mr X complains about the increased cost of a penalty charge notice (PCN) he paid. Mr X wants the Council to allow him to pay the discounted amount.
The Ombudsman’s role and powers
- 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 (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X says he was abroad when the Council issued him with a PCN and when he returned to the UK, he had to pay £195 instead of £65, as by that time, the PCN had progressed. Mr X would like the Council to allow him to pay the discounted rate of £65 and to refund him £130.
- The Council told Mr X that the case was closed as payment of the PCN had been received. In response to my enquiry about the complaint, the Council provided further information. It said the PCN was posted first class to Mr X eight days before he left the country and so in its view, he would have been aware of it before his trip. It said Mr X could have paid the discounted amount online before he left or whilst he was abroad. As such, the Council does not consider a refund should be made.
- It is for the Council to decide if it should refund Mr X. It has considered the case Mr X put forward in support of his request but has rejected it. I recognise Mr X is unhappy with the Council’s decision, but I cannot be critical of it unless there is accompanying fault. There is insufficient evidence of such fault, and we will not therefore investigate.
Final decision
- We will not investigate Mr X’s complaint because there is insufficient evidence of fault by the Council to warrant our further action.
Investigator's decision on behalf of the Ombudsman