Summary: The Ombudsman will not investigate Mr X’s complaint about problems with public transport. This is because there is not enough evidence of fault causing significant personal injustice. Also, there is another body better placed to consider Mr X’s complaint.

The complaint

1. Mr X complains about problems with trains on the Metropolitan Line.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. The Ombudsman provides a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe:
• we are unlikely to find fault, or
• the injustice is not significant enough to justify our involvement, or
• there is another body better placed to consider this complaint. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered Mr X’s complaint to the Ombudsman and the information he provided. I also gave Mr X the opportunity to comment on a draft statement before reaching a final decision on his complaint.

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What I found

4. Mr X complains about the train service on the Metropolitan Line. Mr X would like the train signal system to be improved, better electronic notice boards, and more staff on the platform.
5. It is not our role to tell Transport for London how to spend its limited resources. I understand Mr X would like an improved service, but I do not think there is enough evidence of fault causing significant personal injustice to Mr X warrant our involvement.
6. Also, the role of the Ombudsman is to look for administrative fault. In my view, London TravelWatch is better placed to deal with Mr X’s complaint than the Ombudsman. London TravelWatch will examine complaints from people who are unhappy with responses they have received from transport and service providers. London TravelWatch may be able to change practices and improve services. An investigation by the Ombudsman is not therefore appropriate.

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Final decision

7. The Ombudsman will not investigate Mr X’s complaint. This is because there is not enough evidence of fault causing significant personal injustice, and there is another body better placed to consider Mr X’s complaint.

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Investigator's decision on behalf of the Ombudsman