Transport for London (25 017 224)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 10 Dec 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about TfL’s failure to reimburse Miss X for travel costs incurred whilst waiting for a new freedom pass. This is because TfL has already addressed any injustice Miss X experienced due to this matter in its complaint’s response.
The complaint
- Miss X complained she was told TfL would reimburse her for travel costs incurred whilst waiting for her freedom travel pass to be renewed but this did not happen.
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
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Miss X and the Authority.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X complained that a TfL employee told her it would reimburse her travel costs whilst she was waiting for her expired freedom pass to renew.
- However, TfL told Miss X this was not its policy. TfL apologised for the misinformation and offered her a £20 goodwill award.
- Miss X wants us to find the Council at fault. TfL has apologised and explained that the employee misadvised her. TFl has offered Miss X a proportionate goodwill award to address this. It would not be reasonable to expect TfL to cover Miss X’s travel costs as it was her responsibility to apply for the pass to be renewed before it expired. The Ombudsman will not investigate a complaint where the Authority has already remedied the injustice suffered by the complainant.
Final decision
- We will not investigate Miss X’s complaint because TfL has already addressed any injustice Miss X experienced due to this matter in its complaint’s response.
Investigator's decision on behalf of the Ombudsman