Our ref: FOI-3424-2425/GH

Thank you for your request received by Transport for London (TfL) on 22 January 2025 asking for information about our systems and processes for handling personalised number plates.

Your request has been considered under the requirements of the Environmental Information Regulations (EIRs) and our information access policy. I can confirm that we do hold some of the information you require. 

Under the Freedom of Information Act 2000, I am requesting the following information related to Transport for London’s (TfL) systems and processes for handling personalised number plates:

1. System Details

• The name(s) of the system(s) used by TfL to manage vehicle compliance records for Ultra Low Emission Zone (ULEZ) and Congestion Charging purposes.
• How and when these systems are updated following the registration of a personalised number plate, including any automatic processes or manual interventions.

To establish if a vehicle is compliant with the ULEZ we predominantly use vehicle data held by the DVLA. This usually allows us to establish if a vehicle is compliant based on the date of first registration. The information can be supplemented with information from vehicle manufacturers and the owners of vehicles who may provide evidence to us, via our enquiry service, to confirm if a vehicle is compliant.  

We do not work of live DVLA data rather we received refreshed data approximately every four weeks. This ensures that when vehicle details are changed with the DVLA our compliance data is also updated, albeit a short time later. 

When a registration is transferred from a non-compliant to a compliant vehicle there is a short delay in our records being updated. This is because the update will not occur until we get the next refreshed DVLA data, which as stated above happens every four weeks. However, prior to this update, motorists can use our enquiry service to provide us with evidence that the registration has been transferred and on receipt the compliance status will be updated immediately. 

If any PCNs are issued in the interim period, on receipt of evidence of the plate transfer, they are cancelled. 

Our compliance records are held on a series of secure internal databases. 

2. Known Issues and Internal Investigations

• Internal documents, reports, or correspondence discussing any known issues, errors, or limitations in TfL’s systems for processing personalised number plates over the last 3 years.

We do not hold this information. 

• Records of any internal reviews or investigations conducted into these issues and the outcomes of those reviews.

We do not hold this information. 

3. Complaints and Resolutions

• The total number of complaints received by TfL in the last 3 years relating to errors with personalised number plates affecting vehicle compliance records.
• Any guidance or policies issued to TfL staff for handling customer complaints about these errors.

We do not record complaints to this level of detail. 

4. Impact on Auto Pay

• Specific policies or protocols regarding the suspension of Auto Pay accounts, including:
  • Conditions under which Auto Pay accounts can be suspended.
  • How customers are notified of such suspensions.
  • Any documented consideration of customer impact when Auto Pay accounts are suspended.

Full details of how Auto Pay operates, including when an account is suspended, is included in the terms and conditions of the service, which are available on our website at https://tfl.gov.uk/corporate/terms-and-conditions/pay-to-drive-in-london 

5. Coordination with Third Parties

• Protocols or guidelines TfL follows when sharing customer data (e.g., regarding penalties) with third-party agencies such as CDER Group.
• Details of how TfL ensures data accuracy before referring alleged debts to third-party agencies.

Details of how our Road User Charging team handles personal data is available online at https://tfl.gov.uk/corporate/privacy-and-cookies/road-user-charging

If you have experienced any difficulties with transferring a personal plate, please contact our Road User Charging team at [email protected]

Please let me know if this is not the information you are looking for, or if you are unable to access it for some reason. 

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London