Summary: We will not investigate Mr X’s complaint that staff working for Transport for London failed to help him with two separate ticketing issues concerning the London Underground. This is because the matter did not cause Mr X significant injustice.

The complaint

1. The complainant, Mr X, complains about Transport for London’s (TfL’s) handling of two incidents from March/April 2022. He says members of staff failed to help him following an issue with his Jobcentre Plus discount card and that TfL’s call centre refused to provide financial redress in addition to a partial refund when he overpaid for a weekly pass.

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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 effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered information provided by Mr X and the Ombudsman’s Assessment Code.

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My assessment

4. We do not investigate all the complaints we receive. In deciding whether to investigate we need to consider various tests. These include the alleged injustice to the person complaining. We only investigate the most serious complaints.
5. I understand Mr X is unhappy that TfL’s staff were not more helpful but the incidents he describes did not cause him significant injustice. We will not therefore investigate the matter further.

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Final decision

6. We will not investigate this complaint. This is because TfL’s actions did not cause Mr X significant injustice.

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Investigator's decision on behalf of the Ombudsman