Transport for London (23 016 987)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 05 Feb 2024
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s complaint about the conduct of a bus driver. This is because the Police and the courts are better placed to determine whether the bus driver committed any offences and whether Transport for London is responsible or liable for his actions and the claimed damage to Mr X’s car.
The complaint
- The complainant, Mr X, complains Transport for London (TfL) failed to properly investigate his report about the conduct of a bus driver.
The Ombudsman’s role and powers
- 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 another body better placed to consider this complaint, or
- there is no worthwhile outcome achievable by our investigation.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Mr X and the Ombudsman’s Assessment Code.
My assessment
- Mr X’s report to TfL concerned the conduct of a bus driver and raised issues including dangerous driving and assault. He has reported these issues to the Police and they are better placed to investigate and take action against the bus driver, if this is warranted.
- Mr X’s main injustice lies in the damage he says the bus driver caused to his car and we cannot decide if TfL is liable for this, or for any criminal actions which led to it. It is therefore unlikely investigation would serve any useful purpose.
Final decision
- We will not investigate this complaint. This is because the Police and the courts are better placed to consider Mr X’s concerns about the bus driver’s conduct and about TfL’s liability for the damage to his car.
Investigator's decision on behalf of the Ombudsman