Transport for London (24 017 785)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 10 Mar 2025
The Ombudsman's final decision:
Summary: We cannot investigate Mr X’s complaint that he was overcharged by a taxi driver licensed by Transport for London. This is because the complaint does not concern an administrative function of the authority.
The complaint
- Mr X complains he was overcharged by a taxi driver who took advantage of his disability.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect 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 the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
- The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
- We cannot investigate complaints about actions which are not an administrative function of the organisation complained about. (Local Government Act 1974, section 26(1) as amended).
How I considered this complaint
- I considered information provided by Mr X’s representative, Mrs Y.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Taxi drivers may be licensed by Transport for London (TfL) but they do not act on its behalf in providing any administrative functions. We cannot therefore investigate whether the taxi driver overcharged Mr X or provide a remedy for this.
- While TfL has powers to suspend or revoke a taxi driver’s licence we could not say it must take such action in any individual case. We also cannot hold TfL responsible for the actions of the taxi driver and we could not therefore achieve any worthwhile outcome for Mr X.
- If Mr X and Mrs Y wish to pursue their complaint about the taxi driver they may wish to refer the matter to London Travelwatch. London Travelwatch is an independent appeals body for unresolved complaints about many transport services provided in and around London and will be able to advice Mr X about whether they can help.
Final decision
- We cannot investigate this complaint. This is because it does not concern an administrative function of the authority.
Investigator's decision on behalf of the Ombudsman