Summary: We will not investigate Ms X’s complaint about the conduct of Transport for London staff working on the London Underground. This is because it is unlikely investigation would achieve any worthwhile outcome for Ms X.

The complaint

1. The complainant, Ms X, complains about the conduct of Transport for London (TfL) staff members who she had asked for help following a problem with her rail ticket. She says the staff members were rude, misogynistic and aggressive towards her.

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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 effect 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 an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered information provided by Ms X and TfL.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

Background

5. Ms X experienced difficulties accessing the London Underground through its automatic ticket barriers due to an issue with her ticket. She had bought a day return ticket but had made her outbound journey on one day and was looking to return the next.
6. Ms X approached staff at TfL’s ticket office for help but they were unable to assist as the ticket had been issued by British Rail. Ms X says the staff member was unhelpful and became aggressive and patronising towards her and that another member of staff then mocked her and followed her, causing her to become distressed.
7. TfL investigated the complaint but Ms X was not happy with its investigation. She says the response was not an adequate account of events and she was not satisfied with TfL’s apology.

Analysis

8. It is clear the ticket issue Ms X experienced was not the result of any fault by TfL; British Rail issued Ms X’s ticket and its staff were therefore better placed to deal with the problems Ms X encountered. I appreciate Ms X struggled to find anyone from British Rail to ask for help but this did not mean that TfL staff became responsible for the issue.
9. When Ms X found someone from British Rail to ask about the matter they did manage to resolve the problem for her and Ms X now understands what went wrong. She should not therefore have the same problem again.
10. We were not there at the time of the incident and cannot therefore say exactly what the TfL staff members said to Ms X or the intention behind their behaviour towards her. They should of course act with courtesy and, based on Ms X’s statements, they did not. But it is unlikely that further investigation would add meaningfully to TfL’s response or lead to a different outcome for Ms X.

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Final decision

11. We will not investigate this complaint. This is because it is unlikely investigation would add to TfL’s response or achieve any worthwhile outcome for Ms X.

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Investigator's decision on behalf of the Ombudsman