Summary: We will not investigate this complaint about the Authority ending a bus journey early without providing a refund or a free replacement ticket to extend the journey. We cannot determine claims about breaches of contractual conditions. Only the courts can do this.

The complaint

1. Miss X complained about the ending of a bus journey prematurely which required her to wait for another bus in the dark. She says she was forced to buy another ticket without refund and her safety was put at risk by having to leave the bus.

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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, or
• further investigation would not lead to a different outcome, or
• there is another body better placed to consider this complaint.

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

3. The law says we cannot normally investigate a complaint when someone could take the matter to court. However, we may decide to investigate if we consider it would be unreasonable to expect the person to go to court. (Local Government Act 1974, section 26(6)(c), as amended)

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How I considered this complaint

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

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My assessment

6. Miss X says she paid for a bus journey in 2024 which she says was terminated early. The driver advised her to leave the bus and catch another one. She had to wait in the dark for another bus and buy another ticket to complete the journey. Miss X complained and asked for a refund. The Authority referred her to its conditions of carriage which relate to tickets and oyster cards purchased from it. The Authority says it will not pay refunds on delays and terminations of journeys due to circumstances beyond its control such as unplanned highway issues.
7. We cannot determine disputes about contractual agreements or consumer rights. Miss X’s purchase of a ticket was an agreement to the Conditions of Carriage and if she believes the agreement was breached she would have to consider legal action. For the amount involved this could amount to disproportionate expense on her part.

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Final decision

8. We will not investigate this complaint about the Authority ending a bus journey early without providing a refund or a free replacement ticket to extend the journey. We cannot determine claims about breaches of contractual conditions. Only the courts can do this.

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Investigator's decision on behalf of the Ombudsman