Summary: We will not investigate this complaint about what happened when Mr X tried to renew his Oyster Card online. This is because the injustice to Mr X is not significant enough to warrant an investigation.

The complaint

1. The complainant, whom I shall refer to as Mr X, complained he tried to renew his 60 Plus Oyster Card online. Mr X says Transport for London (TfL) instead treated his request as an application for a replacement card. This meant he was charged £10 and TfL cancelled his existing card. Mr X then incurred travel costs of £22.85 while waiting for a replacement card. Mr X wants TfL to refund his costs.

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The Ombudsman’s role and powers

2. 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 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

3. I considered information provided by the complainant and the Authority.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In its responses to Mr X’s complaint, TfL said he used the “Order a replacement card” option on its website. It said the website will have indicated this was a replacement for a “lost, stolen or damaged card”. TfL said once a card is reported as lost or stolen it cancels the card. Mr X’s card was due to expire as he was now eligible for a Freedom Pass. In its final response, TfL said if Mr X provided his bank details it would refund the £10 replacement charge.
6. While I understand Mr X’s frustrations, we will not start an investigation into his complaint. This is because the remaining injustice to Mr X is the £22.85 he says he spent because of the alleged fault. This amount is not significant enough to warrant an investigation by the Ombudsman. We will not therefore consider his complaint any further.

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Final decision

7. We will not investigate Mr X’s complaint because the claimed injustice is not significant enough.

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Investigator's decision on behalf of the Ombudsman