Public transport


Recent statements in this category are shown below:

  • Transport for London (19 007 397)

    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.

  • London Borough of Harrow (19 011 783)

    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.

  • Transport for London (18 017 172)

    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.

  • London Borough of Croydon (18 017 003)

    Statement Not upheld Public transport 28-Jun-2019

    Summary: The Council correctly assessed D's application for a freedom pass (concessionary travel card).

  • Transport for London (18 014 844)

    Statement Upheld Public transport 27-Jun-2019

    Summary: Mr D complains that Transport for London has failed to take action to reduce vibrations in his property caused by underground trains. The Ombudsman has found fault causing injustice. The Authority has agreed to reconsider what action it can take.

  • Transport for London (18 019 331)

    Statement Upheld Public transport 30-Apr-2019

    Summary: The Ombudsman will not investigate this complaint about a refund because the Authority has offered to pay the money to the complainant.

  • Transport for London (18 005 619)

    Statement Upheld Public transport 18-Mar-2019

    Summary: Miss B complains that TfL has not taken adequate action to respond to her complaints about overcrowding and non-stopping

  • London Travelwatch (18 008 373)

    Statement Upheld Public transport 11-Mar-2019

    Summary: Mr B considers that London TravelWatch was wrong to dismiss his complaint about Transport for London's response to his complaint about him being refused access to a riverboat service. The Ombudsman considers that Transport for London did not provide an adequate response to Mr B, and that London TravelWatch was therefore at fault in not asking it to provide an appropriate response. London TravelWatch has agreed to review its approach to complaint-handling in conjunction with Transport for London, which has also agreed to provide an adequate response to Mr B's complaint. This represents a suitable remedy for the injustice caused to Mr B.

  • Transport for London (18 017 075)

    Statement Upheld Public transport 11-Mar-2019

    Summary: Mr B considers that Transport for London did not respond properly to his complaint about him being refused access to a riverboat service. Transport for London has agreed to provide response to Mr B on the basis recommended by the Ombudsman, so that he can understand whether his complaint was upheld and the reasons for this. The Ombudsman considers this a suitable remedy for the injustice caused to Mr B.

  • Surrey County Council (18 001 058)

    Statement Not upheld Public transport 05-Feb-2019

    Summary: Miss C complained that the Council wrongly refused her application for a concessionary bus pass. The Ombudsman found no fault in the way the Council reached its decision.