Summary: We will not investigate this complaint about TfL’s decision not to provide Miss X with a refund of travel fees she paid prior to becoming aware she was not receiving a discount she is usually entitled to. This is because an investigation would be unlikely to find fault with TfL’s actions.

The complaint

1. Miss X complained TfL would not provide a refund of travel fees she paid prior to becoming aware she was not receiving a discount she is entitled to.

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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 there is not enough evidence of fault to justify investigating. (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 Miss X and the Authority.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X complained TfL would not provide her with a refund representing the difference between what she paid for travel between June 2025 and February 2026 and what she would have paid if she were receiving a discount she is entitled to.
6. TfL explained she was required to renew the discount card in person at an underground station and it was unable to provide her with the refund as this information is made clear at application and on its website. Miss X said she did not know she was required to do this, and she struggles with cognition due to a health condition.
7. Miss X wants us to find TfL at fault. The evidence shows the information TfL has provided Miss X with is correct. Whilst it is unfortunate that Miss X was not aware of the terms and conditions associated with the discount she was receiving, it is not reasonable to hold TfL responsible for this. If Miss X struggles with administrative tasks due to her condition, it was open to her to ask for assistance or to have a representative manage the situation for her. There is no evidence of wrongdoing in how TfL has handled this matter and an investigation would therefore be unlikely to find fault with its actions.

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Final decision

8. We will not investigate Miss X’s complaint because an investigation would be unlikely to find fault with the TfL’s actions.

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Investigator's decision on behalf of the Ombudsman