The Ombudsman's final decision
Summary: We will not investigate this complaint about an incident Mr X experienced whilst using Transport for London. This is because an investigation would be unlikely to lead to a different outcome.
The complaint
Mr X complained that whilst using a Transport for London (TfL) bus, the bus driver failed to stop after he signalled he wanted to disembark.
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, or we cannot achieve the outcome someone wants.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the Mr X and the Authority.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X has a disability which affects his mobility. Whilst travelling on a TfL bus, he rang the bell to signal to the bus driver that he wanted to get off at the next stop, but the driver failed to stop the bus for several stops following this. Mr X says he spoke directly to the driver, but this did not make a difference and the driver said he did not hear Mr X ring the bell.
Mr X complained to TfL about the incident. TfL responded by apologising and confirming it would address what had happened with the driver directly, making sure to reiterate the professional standards he was expected to meet and the consequences of not meeting them. Mr X remained unhappy with the situation and so brought the complaint to the Ombudsman.
The Ombudsman does not look to criticise or penalise; our role is to determine whether the body in question has responded to a matter in line with the relevant guidance and our expectations. In this situation, TfL has apologised and explained to Mr X which actions it will take to minimise the chances of this issue reoccurring in future. These were reasonable actions for TfL to take and in line with our approach. Whilst I can appreciate Mr X’s frustration, an investigation into this matter would be unlikely to provide him with a different outcome.
Final decision
We will not investigate Mr X’s complaint because an investigation would be unlikely to lead to a different outcome.
Investigator's decision on behalf of the Ombudsman