Summary: The Ombudsman will not investigate about extra charges made by Transport for London for hiring bicycle. There would be no useful outcome because it has refunded the charges.

The complaint

1. The complainant, who I refer to here as Ms B, complained about extra charges made by Transport for London (TfL) under its bicycle hire scheme.

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The Ombudsman’s role and powers

2. We provide a free service but must use public money carefully. We may decide not to start an investigation if, for example, we believe it would provide no useful outcome. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered what Ms B said in her complaint and asked TfL for background information.

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What I found

4. After Ms B hired a bicycle from TfL, it added charges which it refused to refund.
5. After we asked for information, TfL reviewed the charges and offered a refund. Ms B considers this has resolved the matter.

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Final decision

6. I have decided we will not investigate this complaint as this would provide no useful outcome.

Investigator’s final decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman