Transport for London (24 017 824)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 14 Mar 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the actions of a member of Transport for London staff. This is because it is unlikely that we could add anything to a previous investigation.
The complaint
- Miss X complains that a member of Transport for London staff refused to let her on a bus and shouted at her when Miss X was not able to successfully make a fare payment.
The Ombudsman’s role and powers
- We investigate 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 continue an investigation if we decide:
- We could not add to any previous investigation by the organisation, or
- further investigation would not lead to a different outcome, or
- we cannot achieve the outcome someone wants, or
- there is another body better placed to consider this complaint.
(Local Government Act 1974, section 24A(6), as amended, section 34(B).)
How I considered this complaint
- I considered information provided by the complainant, and the Ombudsman’s Assessment Code.
My assessment
- Miss X complained to Transport for London (TfL) about a bus driver refusing to let her on a bus and shouting at her, when she was unable to successfully use her bank card to purchase bus fare. Miss X says that she and her relative were distressed by this.
- TfL has responded to Miss X’s complaint. It has apologised for the staff behaviour, and has told Miss X that CCTV was no longer available due to the length of time between the incident date and it receiving the complaint.
- I understand that Miss X is upset by the event which led to her complaint. TfL has responded, and it is difficult to see what more we could achieve without further evidence.
- London TravelWatch is an independent watchdog for transport users which deals with complaints about the actions of transport operators in and around London. Miss X could contact TravelWatch if she wishes to do so.
Final decision
- We will not investigate this complaint because it is unlikely that we could add anything to the response Miss X has already received.
Investigator's decision on behalf of the Ombudsman