Summary: We will not investigate this complaint about TfL’s decision not to compensate Mr X for the price of taxi he took after his train broke down. This is because an investigation would not lead to a different outcome.

The complaint

1. Mr X complained that after he had to take a taxi when a TfL train broke down, TfL would not agree to reimburse him for the cost of the taxi.

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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:

• further investigation would not lead to a different outcome.

(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 Authority.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X complained to TfL after his train broke down and he was forced to take a taxi to his destination.
6. The TfL website invites service users to apply for a refund if their journey is delayed or they arrive at their destination over an hour late. Mr X applied for a refund and received it, but he remained unhappy that TfL would not agree to also provide a financial award to cover the cost of his taxi fare, so he referred the matter to the Ombudsman.
7. The evidence shows that TfL’s policy is to offer refunds in the event of delays that are outside of its control. The policy is clear in that it refers to the cost of tickets bought from TfL not for journeys made with other operators. TfL has provided Mr X with a refund for the train ticket he bought; it is not required to offer more financial assistance. An investigation would be unlikely to result in a different outcome for Mr X.

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Final decision

8. We will not investigate Mr X’s complaint because an investigation would be unlikely to lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman