Transport for London (25 003 598)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 14 Jul 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint that the Authority has blocked a device used for paying for transport on the network. This is because there is insufficient evidence of fault causing injustice.
The complaint
- The complainant Mrs X, complains the Authority blocked her card because inspectors will not scan her watch. Mrs X uses two or more devices to pay for travel on the network.
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 an investigation if we decide:
- there is not enough evidence of fault to justify investigating, or
- any fault has not caused injustice to the person who complained, or
- any injustice is not significant enough to justify our involvement.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Ms X and the Authority. I also considered our Assessment Code.
My assessment
- Mrs X says the Authority has blocked her bank card because inspectors will not scan her watch.
- The Authority says it blocked her card after three failed revenue inspections. It says she can still use her watch which is registered to her account and active. The Authority says Mrs X last used the watch in June for travel.
- I will not start an investigation because there is insufficient evidence of fault causing injustice. I am not sure whether the blocked device is caused by payment errors by Mrs X or scanning issues by the inspectors. But I can confirm the inspectors can check for payment by scanning watches. Mrs X has another device she can use for travel so there is not enough evidence of fault or injustice to require an investigation.
Final decision
- We will not investigate this complaint because there is insufficient evidence of fault causing injustice.
Investigator's decision on behalf of the Ombudsman