The Ombudsman's final decision
Summary: We will not investigate this complaint about the Authority’s decision not to refund £14.90 to the complainant. This is because there is insufficient evidence of injustice.
The complaint
The complainant, Mr X, says the Authority delayed processing his application for an oyster card and, as a result, he incurred travel costs of £14.90. Mr X wants the Authority to issue a refund.
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 an investigation if we decide any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Authority. I also considered our Assessment Code.
My assessment
Mr X applied for an oyster card. He says that, due to delays by the Authority, he incurred travel costs of £14.90. Mr X disagrees with the Authority’s explanation that the delay was caused by problems with the post. Mr X also disagrees with the Authority’s decision not to refund the £14.90.
I do not know the reason for the delay. But, I will not investigate this complaint because a dispute over £14.90 does not represent the level of injustice that requires our involvement.
Final decision
We will not investigate this complaint because there is insufficient evidence of injustice.
Investigator's decision on behalf of the Ombudsman