Summary: We will not investigate this complaint about TfL overcharging Mr X for travel. This is because the events complained about took place more than 12 months ago. There is no good reason to exercise discretion to investigate.

The complaint

1. Mr X complained TfL has overcharged him for journeys made during 2023 and 2024.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
3. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something an organisation has done. (Local Government Act 1974, sections 26B and 34D, as amended)

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How I considered this complaint

4. I considered information provided by Mr X and the Authority.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X complained to TfL in September 2023 regarding overcharges he had noticed for daily journeys he made. TfL told Mr X he was due a refund of £267 but Mr X complained again in 2025 when he did not receive it.
7. TfL later offered Mr X a refund of £393, £50 of which was a goodwill award.
8. Mr X remains unhappy with the situation and wants us to find TfL at fault. The Ombudsman will not usually exercise discretion to investigate matters that took place more than 12 months before a complainant became aware of them, unless there are good reasons to do so. Mr X has been aware of this matter since September 2023; it would have been reasonable for him to complain to us sooner. There is no good reason to exercise discretion to investigate matters that took place this long ago.

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Final decision

9. We will not investigate Mr X’s complaint because the events complained about took place more than 12 months ago. There is no good reason to exercise discretion to investigate.

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Investigator's decision on behalf of the Ombudsman