Summary: We will not investigate this complaint about the delay in Transport for London issuing Mr X with a private hire vehicle licence. This is because an investigation would be unlikely to result in a different outcome.

The complaint

1. Mr X complained Transport for London (TfL) delayed in providing him with a private hire vehicle licence.

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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:

• we could not add to any previous investigation by the organisation; or
• 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 TfL.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X asked TfL to reopen his account on 9 May 2026 and reissue his private hire vehicle licence (PHV) after his vehicle was stolen.
6. TfL did not issue the licence until approximately 4 weeks later.
7. Mr X complained that he had to chase TfL for an update and was unable to use his vehicle during this time. He was also unhappy he could not take his vehicle for a MOT after paying for this.
8. TfL apologised and explained it experienced technical issues which caused a delay. TfL offered to cover the cost of the MOT as a goodwill payment. TfL advised Mr X there were no official timescales for issuing a PHV.
9. Mr X remains unhappy with TfL’s actions. The evidence shows TfL is not required to issue PHV licenses within a specific timeframe. TfL has apologised for the delay Mr X experienced and offered a goodwill award to cover the cost of the MOT Mr X paid for. This is a proportionate offer and in line with the Ombudsman’s approach to remedies. An investigation would therefore be unlikely to result in a different outcome.

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Final decision

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

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Investigator's decision on behalf of the Ombudsman