The Ombudsman's final decision
Summary: We will not investigate this complaint about the delay in TfL approving Mr X’s application for a private hire vehicle licence. This is because an investigation would be unlikely to result in a worthwhile outcome for him.
The complaint
Mr X complained TfL has unnecessarily delayed approving his application for a private hire vehicle licence.
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 cannot achieve the outcome someone wants, or there is no worthwhile outcome achievable by our investigation.
(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 considered the Ombudsman’s Assessment Code.
My assessment
Mr X complained TfL has delayed approving his application for a private hire vehicle licence and required him to take assessments he had already taken.
TfL apologised for the delay and explained the process can take between 4 and 6 months but had been affected by a cyber incident. TfL’s policy allows it to request that applicants retake assessments if it considers this necessary.
Mr X is unhappy with TfL’s actions and wants us to find it at fault. There is no set timescale for the private hire vehicle process, and it can be delayed for any number of reasons. TfL has experienced a cyber incident which has affected its processing times. There is nothing to suggest TfL is at fault for the delay this has created. An investigation would be unlikely to provide the outcome Mr X seeks.
Final decision
We will not investigate Mr X’s complaint because an investigation would be unlikely to result in a worthwhile outcome.
Investigator's decision on behalf of the Ombudsman