Summary: We will not investigate this complaint about the cost of a taxi journey. This is because there is insufficient evidence of fault by the Authority.

The complaint

1. The complainant, Mrs X, says she was overcharged for a journey in a taxi. Mrs X wants the Authority to refund the excess fare.

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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 an investigation if we decide there is not enough evidence of fault to justify investigating. (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 Mrs X and the Authority. This includes the complaint response and information on the Authority’s website about fares. I also considered our Assessment Code.

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My assessment

4. Mrs X paid £225 for a taxi journey from Heathrow to home. She was expecting the fare to be no more than £110. Mrs X complained and asked for a refund of the excess fare.
5. The Authority explained that fares are calculated on the tariff, distance and journey time. This fare was based on tariff two for 43 miles, with an estimated final fare of between £210 and £242. The Authority explained her fare was consistent with the stated fares and no refund is due.
6. I will not investigate this complaint because there is insufficient evidence of fault by the Authority. I have considered the estimated journey times and fares, as stated on the Authority’s website, and the amount Mrs X was charged is consistent with the stated typical fares. It is impossible to do more than offer an estimate because the fare will always be dependent on the volume of traffic and how long the journey actually takes. But, the amount Mrs X was charged is consistent with the stated typical fares so there is nothing to suggest fault and no reason to start an investigation. In addition, the Authority responded appropriately by explaining the fare structure and why the fare is correct.
7. We are not an appeal body and we cannot intervene simply because someone gets a response they disagree with. We cannot ask the Authority to make a refund when there is no evidence Mrs X was overcharged.

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Final decision

8. We will not investigate this complaint because there is insufficient evidence of fault by the Authority.

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Investigator's decision on behalf of the Ombudsman