Transport for London (19 016 337)

Statement Closed after initial enquiries Public transport 10-Feb-2020

Summary: The Ombudsman will not investigate Miss C’s complaint about a penalty fare. This is because Miss C has not yet completed the appeals process with the Appeal Service.

West Midlands Combined Authority (19 015 440)

Statement Closed after initial enquiries Public transport 08-Feb-2020

Summary: The Ombudsman will not investigate Mr X’s complaint that his free bus pass provided under the English National Concessionary Travel Scheme cannot be used in London. This is because there is not enough evidence of fault to warrant an investigation.

Transport for London (19 007 397)

Statement Upheld Public transport 27-Jan-2020

Summary: Transport for London was at fault, as buses belonging to a contracted firm were wrongly parking outside the complainant’s house. TfL also directed the complainant to the wrong body to escalate her complaint. However, there is no evidence of significant injustice, and for this reason the Ombudsman has completed his investigation.

London Borough of Harrow (19 011 783)

Statement Upheld Public transport 24-Jan-2020

Summary: The Council was at fault for sending a review letter to Ms B’s previous address, then cancelling her free travel pass when she did not respond to the letter. It has already accepted fault, and has reinstated the pass and apologised. It has also agreed to fully reimburse her for the unnecessary travel costs she incurred, and to make a payment to recognise the time she spent pursuing the matter.

Transport for London (19 014 791)

Statement Closed after initial enquiries Public transport 22-Jan-2020

Summary: The Ombudsman will not investigate this complaint about the Authority’s decision not to give the complainant a £20 refund for an unsuccessful student photocard application. This is because there is insufficient evidence of fault by the Authority.

Merseyside Passenger Transport Authority & Exec (19 005 064)

Statement Closed after initial enquiries Public transport 10-Dec-2019

Summary: Mrs X complained about the authority’s decision to revise discounts for Mersey Tunnel charges. She says this discriminates against non-residents such as her who will lose their discount. The Ombudsman should not investigate this complaint. This is because there is insufficient evidence of fault which would warrant an investigation.

London Councils Transport & Environment Committee (19 003 417)

Statement Closed after initial enquiries Public transport 04-Dec-2019

Summary: Although Mr X has experienced some problems using the Authority’s Taxicard scheme, it is unlikely the Ombudsman could add to the Authority’s own investigations or that he would find fault if he investigated for himself. This is because the scheme does not guarantee the level of service Mr X would like and there is no independent evidence to support his complaints about driver conduct.

Transport for London (19 007 612)

Statement Closed after initial enquiries Public transport 02-Dec-2019

Summary: The Ombudsman will not investigate this complaint about a bus penalty fare because there is insufficient evidence of fault by the Authority.

Transport for London (19 011 550)

Statement Closed after initial enquiries Public transport 21-Nov-2019

Summary: The Ombudsman will not investigate Mr X’s complaint about problems with public transport. This is because there is not enough evidence of fault causing significant personal injustice. Also, there is another body better placed to consider Mr X’s complaint.

Bristol City Council (19 009 899)

Statement Closed after initial enquiries Public transport 11-Nov-2019

Summary: The Ombudsman will not investigate this complaint about an incident between the complainant, a bus driver and a Council officer. This is because there is insufficient evidence of fault by the Council and because it is unlikely the Ombudsman could add to the Council’s response.