Summary: We will not investigate this complaint about TFL’s alleged failure to properly investigate an incident involving a private hire driver and Mr X’s colleague. This is because we would be unlikely to provide a worthwhile outcome for Mr X.

The complaint

1. Mr X complained TFL failed to investigate an incident involving his colleague and a private hire car driver. He said the matter left his colleague feeling unsafe and he is dissatisfied with TFL’s response.

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The Ombudsman’s role and powers

2. The Ombudsman investigates 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 may decide not to continue with an investigation if we decide:

• we could not add to any previous investigation by the organization.

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

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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 paid a private hire company to take his colleague home. Mr X says the driver dropped his colleague off at a different destination to the one they asked for. He says the driver did not speak English properly and his colleague was left feeling unsafe.
6. Mr X complained to TFL and TFL contacted the company. The company agreed the driver did not drop Mr X’s colleague off at the agreed place and refunded Mr X for the journey. TFL confirmed it was satisfied the company had dealt with the matter and the driver involved appropriately.
7. Mr X remained unhappy with TFL’s response because he felt the investigation was not thorough enough. Mr X wants us to find TFL at fault for not providing information for why the driver changed location and did not speak English well.
8. TFL has contacted the company, who conceded fault. TFL has refunded Mr X’s payment and confirmed it is satisfied with how the company dealt with the situation. Beyond this, the remaining issue of the driver’s conduct and grasp of English are for the company to address. Further investigation into this matter would be unlikely to result in a worthwhile outcome.

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Final decision

9. We will not investigate Mr X’s complaint because TFL has provided a satisfactory remedy and we would be unlikely to provide a worthwhile outcome.

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Investigator's decision on behalf of the Ombudsman