Summary: We will not investigate this complaint about TfL incorrectly charging Ms X for a journey she did not make. This is because an investigation would not provide Ms X with a different outcome.

The complaint

1. Ms X complained that TfL incorrectly charged her for a journey she did not make.

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

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My assessment

5. Ms X complained TfL charged her for a journey she did not make.
6. TfL explained that sometimes the equipment used to capture vehicle information captured details incorrectly. TfL sent Ms X a cheque, but Ms X was unhappy with this.
7. Ms X wants us to find TfL at fault. The Ombudsman will not investigate complaints that have already been satisfactorily investigated and remedied. TfL has explained how the error took place and provided Ms X with a refund. An investigation would not lead to a different outcome.

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Final decision

8. We will not investigate Ms X’s complaint because an investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman