26-004-587
Summary (the LGO's words)We will not investigate this complaint about how the Authority dealt with X’s request to be refunded for a journey …
LGO (Local Government & Social Care Ombudsman) decision
Transport for London
Decision date 15 September 2026
Reference 25-019-252
Outcome: Upheld
Sector: Transport and highways
Category: Public transport
Body on this site: Transport for London
Original decision on the LGO (Local Government & Social Care Ombudsman) website ↗ All LGO decisions
Decision summary
The full decision text is not held on this site. The original decision on the LGO (Local Government & Social Care Ombudsman) website is linked above.
Summary (the LGO's words, from its website)
Miss X complained about the Authority’s decision it is unable to reinstate her mother’s regular booking for a discretionary transport service. She also complained its communication was poor. The Authority was at fault. Its communication with Miss X was poor. As a result, Miss X suffered frustration. The Authority will apologise to Miss X and make a symbolic payment.
From: LGO (Local Government & Social Care Ombudsman), decision 25-019-252, 15 September 2026