Transport for London (25 020 823)
Category : Transport and highways > Other
Decision : Closed after initial enquiries
Decision date : 16 Apr 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the conduct of a Transport for London officer and the decision to issue Ms X a penalty fare.
The complaint
- Ms X complained an officer misinformed her about a penalty fare. She said the officer who issued the penalty fare harassed her. She said she avoids public transport. She wants Transport for London to revoke the penalty fare and discipline and provide training to the officer.
The Ombudsman’s role and powers
- 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, or
- there is another body better placed to consider this complaint,
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant and the Authority.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Ms X received a penalty fare because she could not show her photocard after she paid for a bus journey at a discounted rate.
- Ms X complained the officer who issued the fine harassed her. In its complaint response the Council said it discussed the incident with the officer who confirmed the procedure he would follow in an escalating situation. It said the officer did not record the incident on his body camera. The Council said it provided feedback to officers on professional standards. Further investigation would not lead to a different outcome.
- The Council confirmed to Ms X that it would not revoke the penalty fare. We will not investigate this complaint because Ms X used her right to appeal to an independent appeals panel and it is the best body to consider such requests.
Final decision
- We will not investigate Ms X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman