Summary: We will not investigate this complaint about the conduct of a bus driver. This is because the matter complained about did not case Mrs X significant enough injustice to warrant investigation. It is also unlikely investigation would achieve significantly more for Mrs X than the apology Transport for London has already provided.

The complaint

1. Mrs X complains about the conduct of a bus driver working on a Transport for London (TfL) bus route. She says the driver opened the doors to let passengers on at their standby location, rather than at the bus stop, and did not then stop again at the bus stop to let her on. She says she was recovering from foot surgery and using a walking stick at the time and felt discriminated against. She also felt hurt and humiliated and wants TfL to improve driver training and pay her compensation.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect 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 the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered information provided by Mrs X and the Ombudsman’s Assessment Code.

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My assessment

4. We do not investigate all the complaints we receive. In deciding whether to investigate we need to consider various tests. These include the alleged injustice to the person complaining. We only investigate the most serious complaints.
5. I appreciate Mrs X is upset by what happened but the injustice she claims is not significant enough to warrant investigation. It is also unlikely we could achieve anything more for Mrs X. TfL has apologised for her experience but explained it does not directly employ the driver and therefore has no powers to take any direct action against them. It has referred the complaint to the bus operator and any disciplinary processes are a matter between the operator and the driver.

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Final decision

6. We will not investigate this complaint. This is because the injustice Mrs X claims is not significant enough to warrant investigation and it is unlikely investigation would achieve any worthwhile outcome for Mrs X in any event.

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Investigator's decision on behalf of the Ombudsman