Summary: We will not investigate this complaint about Transport for London’s handling of a reported incident on a bus. This is because any injustice is not significant enough to justify our involvement.

The complaint

1. Mr X says Transport for London (TfL) did not properly record or respond to his report of an incident on a bus involving antisocial behaviour from another passenger. Mr X says the incident caused distress to other passengers. Mr X wants TfL to properly record the incident and provide compensation.

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The Ombudsman’s role and powers

2. The Ombudsman investigates 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 may decide not to continue with an investigation if we decide any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. I understand the incident made Mr X uncomfortable. However, this was an isolated incident which caused temporary discomfort to passengers. This was not a recurring issue and did not cause significant and prolonged personal injustice to Mr X. Therefore, it would not be an efficient use of our resources to investigate this complaint as there is no significant injustice to Mr X.

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Final decision

6. We will not investigate Mr X’s complaint because any injustice is not significant enough to justify our involvement.

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Investigator's decision on behalf of the Ombudsman