The Ombudsman's final decision
Summary: We will not investigate this complaint about an incident Miss X witnessed on a TfL bus. This is because an investigation would be unlikely to result in a different outcome.
The complaint
Miss X complained to TfL after witnessing an altercation between a bus driver and another passenger.
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: any injustice is not significant enough to justify our involvement, or we could not add to any previous investigation by the organisation, or further investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Miss X and the Authority.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X complained to TfL after witnessing an altercation between a bus driver and another passenger which she felt was handled poorly by the bus driver. She said she had to leave the bus due to what happened and felt forced to take taxis following the incident. She asked for compensation.
TfL apologised for Miss X’s experience and advised it would investigate the matter and a range of disciplinary measures could possibly be taken regarding the bus driver’s conduct. TfL advised Miss X to refer the civil element of the altercation to the police and told her it would be in touch regarding compensation for the missed bus trip.
Miss X has brought the complaint to the Ombudsman because she wants us to find TfL at fault. The evidence shows TfL has apologised, investigated the matter, and discussed compensating Miss X for the missed bus journey. This is in line with what we would expect and proportionate to any injustice Miss X suffered. An investigation would be unlikely to result in a different outcome for her.
Final decision
We will not investigate Miss X’s complaint because an investigation would be unlikely to result in a different outcome.
Investigator's decision on behalf of the Ombudsman