Summary: The Ombudsman will not investigate this complaint about train drivers sounding their horns unnecessarily. It is unlikely he would find evidence of fault by Transport for London and cannot provide the outcome the complainant is seeking.

The complaint

1. The complainant, who I refer to here as Mr B, has complained about train drivers sounding their horns unnecessarily especially during the night.
2. Mr B would like Transport for London (TfL) to advise drivers not to sound their horns during the night and to sound them for a shorter time during the day.

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The Ombudsman’s role and powers

3. 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’.
4. We provide a free service but must use public money carefully. We may decide not to start an investigation if, for example, we believe:

• it is unlikely we would find fault; 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

5. I have considered what Mr B said I his complaint and TfL’s response to his concerns.

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What I found

6. TfL says it does not run all the train services on the lines near Mr B’s home. It has advised the managers responsible for those it does run to remind drivers of the correct procedures. However, drivers sound their horns for safety reasons and it cannot restrict this use entirely.

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Final decision

7. I have decided we will not investigate this complaint. This is because we are unlikely to find fault by TfL and we could not provide the outcome Mr B is seeking.

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Investigator's decision on behalf of the Ombudsman