The Ombudsman's final decision
Summary: We will not investigate Mrs X’s complaint about problems with a local bus service. This is because the matter does not cause her significant injustice or raise matters of wider public interest.
The complaint
The complainant, Mrs X, complains about issues with Transport for London’s (TfL’s) bus services. She says delays with the buses have made her late for work, which causes her stress.
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 effect 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 the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
I considered information provided by Mrs X and the Ombudsman’s Assessment Code.
My assessment
We do not investigate all the complaints we receive. In deciding whether to investigate we need to consider various tests. These include the alleged injustice to the person complaining. We only investigate the most serious complaints.
I understand Mrs X is unhappy about the bus service but the issues she describes are minor points which do not raise matters of wider public interest or cause her significant injustice. We will not therefore investigate them further.
Final decision
We will not investigate this complaint. This is because the issue Mrs X complains about does not cause her significant injustice or raise matters of wider public interest.
Investigator's decision on behalf of the Ombudsman