Transport for London (25 030 139)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 13 May 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about TfL’s investigation into Miss X’s complaint. This is because an investigation would be unlikely to result in a different outcome.
The complaint
- Miss X complains TfL did not properly investigate a complaint she made regarding an incident she witnessed on a train and passed the blame to another train operator.
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..
(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 TfL.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X complained to TfL about an incident that took place on a train. TfL initially told her another train operator was responsible.
- After establishing the incident happened on a TfL train, TfL apologised and told Miss X it would investigate and speak to the staff member involved. TfL also contacted the other train operator to locate the staff member involved and advised Miss X to consider calling police in the event of a similar incident.
- The evidence shows TfL has responded to Miss X’s complaint by apologising, contacting the other train operator and taking steps to establish whether protocol was followed. This is what we would expect TfL to do. An investigation would therefore be unlikely to result in a different outcome.
Final decision
- We will not investigate Miss X’s complaint because an investigation would be unlikely to result in a different outcome.
Investigator's decision on behalf of the Ombudsman