Summary: We will not investigate this complaint about public transport because we are satisfied with the actions the Authority has already taken.

The complaint

1. Ms Y complained the Authority took two unauthorised payments for journeys on its train network. She also complained the Authority took too long to process a refund after she complained and feels that her complaint was dealt with poorly by staff.
2. Ms Y says the payment being taken led to her becoming overdrawn and her account being frozen and the poor handling of her complaint about this has caused her inconvenience and distress.

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The Ombudsman’s role and powers

3. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
4. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
5. It is not a good use of public resources to investigate complaints about complaint procedures, if we are unable to deal with the substantive issue.

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How I considered this complaint

6. I considered information Ms Y and the Authority provided and the Ombudsman’s Assessment Code.

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My assessment

7. The Authority took two payments of £12.60 for train journeys Ms Y made but had already paid for in November 2024. Ms Y complained about this through London TravelWatch and asked for a refund a week after her the payment was taken. A refund was agreed in January 2025 and paid in early February. Ms Y then approached us.
8. Where we find fault, our role is to put people back into the position they would have been in had the fault not occurred. In this case, while it took time, Ms Y has received a full refund for the train journeys she should not have been charged for by the Authority.
9. While she may have experienced some issues with her banking for a short period, when her bank froze her account while it was overdrawn, this would be a financial arrangement with her bank and not a matter for which we could hold the Authority responsible. Consequently, as Ms Y has received a full refund, we would consider her complaint to have been remedied sufficiently. The remedy already offered and provided is appropriate to the injustice caused and in line with our guidance on remedies. Consequently, we will not investigate this complaint.
10. While Ms Y may have found the handling of her complaint drawn-out and found staff to be rude in her opinion, it is not a good use of public resources to investigate how the Authority dealt with her complaint. We will therefore not investigate.

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Final decision

11. We will not investigate Ms Y’s complaint because we are satisfied with the actions the Authority has already taken.

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Investigator's decision on behalf of the Ombudsman