Statement Upheld Public transport 27-Mar-2022
Summary: Mr X complained Transport for London (TfL) refused to issue a refund for his cycle hire. NHS staff were offered a discount code to use bikes for free during Covid, but Mr X was charged £2 per use when he had originally sought to purchase annual membership. We find fault with TfL for the delay in responding to Mr X. TfL will apologise to Mr X.
Statement Not upheld Public transport 11-Mar-2022
Summary: Mr B complained that the Council refused his application for a disabled person's bus pass despite him suffering from profound hearing loss. We found no fault on the Council's part.
Statement Upheld Public transport 16-Apr-2021
Summary: the Council failed to apply its bus prioritisation matrix when removing a subsidy for a local bus service but that likely did not affect the decision to remove the subsidy as the Council provided an enhanced service elsewhere. Failure to follow the process caused frustration for Ms C and led to her going to time and trouble to pursue the complaint. An apology, payment to Ms C and agreement to send a memo to officers dealing with reviewing bus services is satisfactory remedy.
Statement Upheld Public transport 14-Jan-2021
Summary: The Ombudsman finds fault with the Council for not updating expired bus timetables in a timely manner, causing out of date information to be advertised. However, the Ombudsman does not find fault with the delay the Council experienced in implementing updates due to COVID 19. The Council has agreed to complete the updates within twelve weeks and make a payment to Mr X for the time spent pursuing the matter.
Statement Upheld Public transport 08-Sep-2020
Summary: This Ombudsman has discontinued his investigation into Ms C's complaint, about TfL's refusal to refund charges relating to cycles she hired under its Santander Cycle Scheme. This is because TfL have now refunded the charges.
Statement Upheld Public transport 12-Mar-2020
Summary: The Ombudsman will not investigate Mrs X's complaint that Transport for London overcharged her for a train journey. Transport for London has refunded Mrs X and any remaining injustice is not significant enough to warrant our continued involvement in the case.
Statement Upheld Public transport 27-Jan-2020
Summary: Transport for London was at fault, as buses belonging to a contracted firm were wrongly parking outside the complainant's house. TfL also directed the complainant to the wrong body to escalate her complaint. However, there is no evidence of significant injustice, and for this reason the Ombudsman has completed his investigation.
Statement Upheld Public transport 24-Jan-2020
Summary: The Council was at fault for sending a review letter to Ms B's previous address, then cancelling her free travel pass when she did not respond to the letter. It has already accepted fault, and has reinstated the pass and apologised. It has also agreed to fully reimburse her for the unnecessary travel costs she incurred, and to make a payment to recognise the time she spent pursuing the matter.
Statement Upheld Public transport 06-Aug-2019
Summary: Transport for London was at fault in wrongly telling Mr X he had no unpaid fares and so it would allow him to use his contactless card for travel. This error was not the substantive cause of the injustice experienced by Mr X, which included him receiving a penalty fare and missing an exam.
Statement Not upheld Public transport 28-Jun-2019
Summary: The Council correctly assessed D's application for a freedom pass (concessionary travel card).