Summary: We will not investigate this complaint about an overcharge for a journey with Transport for London. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The amount of any overcharge (£2.80) is too small to warrant us investigating. We will not investigate to remedy lost time, cost or inconvenience as that was a matter of the complainant’s own choosing.

The complaint

1. Mr X complains he was overcharged for a journey between Zones 1-2 with Transport for London. He would like to be compensated for the cost of the journey (£2.80) and the time he spent trying to resolve the matter.

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The Ombudsman’s role and powers

2. 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. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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Final decision

5. We will not investigate Mr X’s complaint because the injustice is not significant enough to warrant investigation.

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Investigator's decision on behalf of the Ombudsman