Summary: Mr B complains about TfL’s failure to respond to his communication requesting a refund of his taxi vehicle inspection fee and his complaints about this matter. The Ombudsman will not investigate the complaint because TfL has now confirmed it will refund the fee.

The complaint

1. The complainant, who I refer to as Mr B, complains about TfL’s failure to respond to his communication requesting a refund of his taxi vehicle inspection fee and its failure to respond to his complaints about this matter.

Back to top

The Ombudsman’s role and powers

2. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)

Back to top

How I considered this complaint

3. In considering the complaint I spoke to Mr B and TfL and reviewed the information Mr B provided.

Back to top

What I found

4. Mr B asked TfL to refund the fee he had paid for a pre-arranged taxi vehicle inspection which he was unable to attend. He sent a number of emails to elicit a response but he did not receive one.
5. Mr B then submitted a complaint about the lack of response but the matter was not addressed.
6. On contacting TfL to find out what was happening with Mr B’s case, I was advised his communication had been overlooked and that to resolve matters TfL would refund the inspection fee to Mr B.

Assessment

7. As TfL has now apologised to Mr B and agreed to refund the inspection fee, the issue is viewed as resolved and there are no outstanding matters which require investigation by the Ombudsman.

Back to top

Final decision

8. The Ombudsman will not investigate the complaint because TfL has now confirmed it will refund the fee.

Investigator’s final decision on behalf of the Ombudsman

Back to top

Investigator's decision on behalf of the Ombudsman