Transport for London (25 012 720)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 11 Dec 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the issues Mr X has encountered on the bus. This is because an investigation would be unlikely to provide a worthwhile outcome for him.
The complaint
- Mr X complained that he was forced to get off a bus and not given the opportunity to continue his journey on a bus travelling the same route.
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
- we cannot achieve the outcome someone wants, or
- there is no worthwhile outcome achievable by our investigation.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Mr X and the Authority.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X complained to TfL that he had to leave a bus after it became diverted, and he was not able to board the bus in front of him going the same way. He complained that bus drivers should only go on diversion when necessary and communicate with other bus drivers to ensure passengers’ journeys are not affected.
- TfL apologised for Mr X’s experience and advised that it would pass on his comments to the bus operator.
- Mr X remains unhappy with the situation and wants us to find TfL at fault. The Ombudsman cannot compel TfL to provide the outcome Mr X has asked for. Buses are required to be diverted for various reasons and requiring bus drivers to ensure passengers are not inconvenienced by this is not something the Ombudsman can achieve for Mr X.
Final decision
- We will not investigate Mr X’s complaint because an investigation would be unlikely to provide him a worthwhile outcome for him.
Investigator's decision on behalf of the Ombudsman