Transport for London (24 006 505)
Category : Transport and highways > Traffic management
Decision : Closed after initial enquiries
Decision date : 12 Sep 2024
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s complaint about Transport for London’s initial decision not to offer him a full discount on its congestion charge. The authority has reconsidered its decision, has now applied the discount, and apologised to Mr X. Accordingly, we are satisfied with the actions it has taken in response.
The complaint
- Mr X complained to us because he believed the decision made by Transport for London (TFL) not to give him a full discount on his motor vehicle was wrong. He said he could not get a satisfactory explanation, and this caused him stress. He wanted the decision overturned and TFL to refund the charges he had paid.
The Ombudsman’s role and powers
- 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. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
- I considered information provided by Mr X and the Authority.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X previously applied for a discount on the congestion charge, which is administered by Transport for London (TFL). TFL declined to give Mr X a discount after he appealed and he then complained, because he believed the decision was wrong. Mr X also asked for a refund of all charges he had already paid. Because Mr X could not initially get the matter resolved, he complained to us.
- While we were considering the complaint, TFL identified they had made an error and wrote to Mr X. It told him it had agreed he was eligible for a discount and refunded all his charges. It also apologised to him and explained the steps it had taken to prevent another complaint like his.
- Because of the actions the authority has taken, we are satisfied it has addressed Mr X’s complaint and remedied any remaining injustice, therefore further investigation is not required.
Final decision
- We will not investigate Mr X’s complaint because we are satisfied with the actions the authority has taken.
Investigator's decision on behalf of the Ombudsman