Summary: We will not investigate this complaint about a travel pass refund as the refund has now been processed and investigation would not add to this outcome.

The complaint

1. Mr X complained Transport for London (TfL) had not provided a refunded for a travel pass that he was due. Mr X said this was impacting him financially.

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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 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 the complainant and the Authority.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. TfL explained that an ongoing cyber incident had impacted its access to travel pass accounts but confirmed that the refund to Mr X had been processed along with a nominal payment for Mr X’s inconvenience.
6. We will not investigate as we cannot add to this or change the outcome of the complaint.

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Final decision

7. We will not investigate Mr X’s complaint because further investigation would not change the outcome of it.

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Investigator's decision on behalf of the Ombudsman