Transport for London (25 024 913)
Category : Transport and highways > Parking and other penalties
Decision : Closed after initial enquiries
Decision date : 26 Jul 2026
The Ombudsman's final decision:
Summary: We will not investigate Miss X's complaint about Transport for London’s handling of a debt refund. This is because Transport for London has now refunded the debt amount. There is therefore no worthwhile outcome achievable by our further investigation.
The complaint
- Miss X says she was subject to an Individual Voluntary Arrangement (IVA) to repay her debts. She says bailiffs attended her home in late 2025 to recover a debt owed to Transport for London (TfL). She says they told her the money would be refunded because of her IVA.
- Miss X complains TfL did not refund the money as expected and she experienced ongoing difficulties trying to recover it. Miss X wants TfL to refund the money.
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 there is no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Miss X and TFL.
- I also considered the Ombudsman’s Assessment Code.
My assessment
- Since Miss X complained to us, TfL has cancelled the debt and refunded the amount she paid. It also apologised for the distress and inconvenience caused.
- I acknowledge the difficulties and delays that Miss X faced in resolving the matter. However, I am satisfied that TfL has now provided the remedy she was seeking. In these circumstances, further investigation would not achieve a worthwhile outcome. Therefore, I will not investigate.
Final decision
- We will not investigate Miss X’s complaint because there is no worthwhile outcome achievable.
Investigator's decision on behalf of the Ombudsman