Transport for London (26 001 754)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 30 Jun 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about Transport for London’s handling of Miss X’s compensation claim. This is because it would be reasonable for Miss X to take the matter to court.
The complaint
- Miss X complains her daughter was injured while travelling on a bus operated on behalf of Transport for London (TfL). She says the bus driver braked suddenly, causing the pram to fall to the ground with her daughter in it. She reported the incident to TfL, who passed it to the bus operator, but she has not received a response.
- Miss X says she wants a response, apology and compensation.
The Ombudsman’s role and powers
- The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
- The law says we cannot normally investigate a complaint when someone could take the matter to court. However, we may decide to investigate if we consider it would be unreasonable to expect the person to go to court. (Local Government Act 1974, section 26(6)(c), as amended)
How I considered this complaint
- I considered information provided by Miss X and the Ombudsman’s Assessment Code.
My assessment
- It is not for us to decide whether TfL is responsible for the incident reported by Miss X or liable for any injuries or compensation which may be due as a result of it. While the bus service operates on TfL’s behalf the service is provided by a separate company and it is for the courts to decide who, if anyone, is liable.
- It is unlikely we would find fault by TfL for referring the matter to the bus operator to respond to and the claims handling process often takes time. If once the operator has responded Miss X remains unhappy and believes TfL should pay her compensation, it would be reasonable for her to make a claim against it at court.
Final decision
- We will not investigate this complaint. This is because it would be reasonable for Miss X to take the matter to court.
Investigator's decision on behalf of the Ombudsman