Summary: We will not investigate this complaint about the Transport for London’s decision not to refund Mr X for a delayed bus journey. This is because we would be unlikely to find fault with the decision. Further, even if we did find fault with the decision, the injustice experienced is not significant enough to warrant an investigation.

The complaint

1. Mr X complained that he incurred an extra charge on a bus journey as he was unable to complete his journey within an hour due to bus delays.
2. He says he has been put to time and trouble as well as financial loss because the Council will not agree to refund him for this.

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The Ombudsman’s role and powers

3. The Ombudsman investigates 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 may decide not to continue with an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• any injustice is not significant enough to justify our involvement.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

4. I considered information provided by Mr X and the Authority.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Transport for London (Tfl) operates a policy of allowing bus and tram passengers to take two journeys for the price of one within an hour of starting their journey. Tfl do not issue refunds for bus delays.
7. Mr X complained to Tfl after he was charged £3.50 for two bus journeys. He said the reason he could not complete his journey within one hour was because his bus was delayed and he asked Tfl to refund him £1.75.
8. Tfl acknowledged Mr X’s complaint and explained it does not take responsibility for bus delays and consequently it would not refund him.
9. Mr X is unhappy with Tfl’s decision and wants us to find it at fault. Tfl’s website clearly states that it does not issue refunds for bus delays. Tfl is therefore entitled to enforce this policy and there is no evidence of fault in its actions. Even if we were to find fault with Tfl’s decision, we would be unlikely to investigate as the injustice experienced here is minimal.

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Final decision

10. We will not investigate Mr X’s complaint because would be unlikely to find fault with the decision. Further, even if we did find fault with the decision, the injustice experienced is not significant enough to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman