Summary: We will not investigate this complaint about how Transport for London responded to a report of an unlicenced taxi company operating in the city. This is because it is unlikely we could add to Transport for London’s previous investigation.

The complaint

1. The complainant, who I will call Mrs C, complains about how Transport for London (TfL) responded after she reported an unlicensed taxi company operating in the city. Mrs C says the company failed to provide a service that she paid for. Mrs C want the company investigated and her money refunded.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe:

• it is unlikely we could add to any previous investigation by TfL, or
• we cannot achieve the outcome someone wants.

(Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered Mrs C’s complaint and TfL’s responses. I sent Mrs C a draft version of this decision and invited her comments which I carefully considered.

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What I found

4. Mrs C booked a taxi online to pick her up in 2020. The taxi did not arrive and Mrs C has been unable to get a refund from the company.
5. Mrs C contacted TfL about the matter. It said that the company was not licensed to operate in London. Mrs C’s report was passed on to the compliance team who are currently investigating the matter. TfL has told Mrs C it cannot update her on the outcome of its investigation as this is a matter between it and the company.

Assessment

6. I will not investigate this complaint about how TfL responded to Mrs C’s complaint about a taxi company. This is because it is unlikely, I could add to TfL’s previous investigation. TfL has passed Mrs C’s concerns about the company operating in the city without a license, to the relevant team. An investigation into the matter is now being conducted. I do not consider that any investigation by the Ombudsman would recommend anything other than what TfL has already agreed to do.
7. We could also not achieve what Mrs C wants. The payment she made for the taxi pick up is a matter between her and the taxi company. Therefore, we have no authority to recommend TfL refund the money.

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Final decision

8. I will not investigate this complaint. This is because it is unlikely I could add to TfL’s previous investigation.

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Investigator's decision on behalf of the Ombudsman