Transport for London (25 024 170)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 12 May 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the conduct of a bus driver working on Transport for London’s bus network. This is because Transport for London has taken suitable steps to raise the matter with the bus operator and we could not achieve significantly more for Mr X by investigating further.
The complaint
- Mr X complains about the conduct of a bus driver working on a Transport for London (TfL) bus route. He says the driver was aggressive and rude and threatened his family and wants the bus operator to take disciplinary action against the driver.
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 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)
How I considered this complaint
- I considered information provided by the Mr X and TfL.
- I considered the Ombudsman’s Assessment Code.
My assessment
- TfL has explained to Mr X that although the bus driver was working on its network, they are not a TfL employee. It therefore has no power to take any direct action against the bus driver. We could not therefore achieve the outcome Mr X wants.
- TfL has taken Mr X’s concerns seriously and reported them to the bus operator, who has confirmed they are taking the matter up with the bus driver, but the operator cannot share the details of its actions with TfL or Mr X.
- We cannot therefore add to TfL’s response to Mr X’s complaint or achieve significantly more for him by investigating the matter further.
Final decision
- We will not investigate this complaint. This is because investigation would not achieve significantly more for Mr X.
Investigator's decision on behalf of the Ombudsman