Summary: We will not investigate Mr X’s complaint about the actions of a bus driver working for Transport for London. This is because the matter did not cause Mr X significant injustice.

The complaint

1. The complainant, Mr X, complains a bus driver working for Transport for London (TfL) failed to stop when he rang the bell. He says that as a result he had to walk back to his destination, which was not fair and caused him leg and body pain. He wants TfL to refund his bus fare, force the driver to issue a written apology and pay him compensation.

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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 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
• any fault has not caused injustice to the person who complained, or
• any injustice is not significant enough to justify our involvement.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

4. We do not investigate all the complaints we receive. In deciding whether to investigate we need to consider various tests. These include the alleged injustice to the person complaining. We only investigate the most serious complaints.
5. I understand Mr X is unhappy with the bus driver’s actions but they did not cause him significant injustice and we cannot force the bus driver to apologise to him.
6. If Mr X wishes to pursue the matter further he may report his concerns to London Travelwatch.

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Final decision

7. We will not investigate this complaint. This is because the actions Mr X complains about did not cause him significant injustice.

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Investigator's decision on behalf of the Ombudsman