Summary: We will not investigate Mr X’s complaint that London Travelwatch has not properly responded to his concerns about a bus service provided by Transport for London. There is nothing to suggest Mr X has been caused a significant injustice. In addition, further investigation would not lead to a different outcome.

The complaint

1. Mr X complained to London Travelwatch about a bus service provided by Transport for London (TfL). He said there were delays in London Travelwatch responding to his complaint. He is unhappy with the bus service provided and wants this improving.

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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:

• there is not enough evidence of fault to justify investigating, or
• any injustice is not significant enough to justify our involvement, or
• further investigation would not lead to a different outcome.

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

3. London Travelwatch, also known as the London Transport Users Committee, is sponsored and funded by the London Assembly which itself is part of the Greater London Authority. It is a body within the jurisdiction of the Local Government Ombudsman for the purposes of this complaint.
4. London Travelwatch is a watchdog for transport users in and around London and deals with complaints about the actions of transport operators in the City. We are considering the actions of London Travelwatch in this complaint; not TfL.

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How I considered this complaint

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

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My assessment

7. Mr X complained to London Travelwatch after a TfL bus he was waiting for was delayed. He said that resulted in him having to walk home in the rain. In response, Travelwatch said that TfL had confirmed the reason for the delays was because of road conditions, closures and congestion. London Travelwatch said it could add nothing further to TfLs response.
8. Although Mr X is unhappy, we will not investigate. Firstly, given the substantive complaint, the decision of London Travelwatch to take no further action has not caused Mr X a significant injustice. In addition, there is no evidence of fault in its decision not to consider the matter further. It has set out its reason for this. Further investigation by us would not lead to a different outcome.

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Final decision

9. We will not investigate Mr X’s complaint because he has not been caused a significant injustice and further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman