The Ombudsman's final decision
Summary: We will not investigate this complaint about problems with public transport. This is because there is another body better placed to consider the issues raised.
The complaint
The complainant, who I will call Mr X, complains about the service on two TfL train lines. He says the service on the lines is unreliable and expensive.
The Ombudsman’s role and powers
The Ombudsman investigates 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 may decide not to continue with an investigation if we decide there is another body better placed to consider this complaint. (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
I will not investigate Mr X’s complaint. This is because there is another body better placed to consider the issues he has raised. London Travelwatch is an independent watchdog that can consider complaints from transport users about services operated or licensed by TfL
Final decision
We will not investigate Mr X’s complaint because London Travelwatch are best placed to consider the issues raised.
Investigator's decision on behalf of the Ombudsman