Our ref: FOI-3848-2425/GH

Thank you for your request received by Transport for London (TfL) on 26 February 2025 asking for information about ULEZ / Congestion Charge payments.

Your request has been considered under the requirements of the Freedom of Information Act 2000 / Environmental Information Regulations and our information access policy. I can confirm that we do hold some of the information you require.

How many times have people been charged twice for the same trip due to problems with TFL site timing out or sending error messages

Our system does not allow duplicate payments.

Please confirm the number of complaints made since 1 January 2020 by drivers attempting to pay the ULEZ and/or Congestion Charge on-line but failed to do so because of system errors such as timing out or informing drivers that their request could not be processed.

We do not hold information on complaints made for this reason as they are not recorded at this level of specificity. 

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