The Ombudsman's final decision
Summary: We will not investigate this complaint about temporary delays to a bus route. There is insufficient evidence of any significant injustice which would warrant an investigation.
The complaint
Mr X complained about the authority failing to update the bus timetable or to create a diversion route following longer running times and delays due to traffic congestion and highway works.
The Ombudsman’s role and powers
The Ombudsman investigates 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 may decide not to continue with 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.
(Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X says the bus service which he uses regularly was subject to longer running times causing delays at stops and inconvenience for waiting passengers. He complained to the authority and asked why the service was not diverted when it told him the problem was caused by highway works. The authority says it is reviewing the bus route to amend the running times but would not introduce a diversion as this would affect the stopping locations.
Our role is to consider complaints where the person bringing the complaint has suffered significant personal injustice as a direct result of the actions or inactions of the organisation. This means we will normally only investigate a complaint where the complainant has suffered serious loss, harm, or distress as a direct result of faults or failures. We will not normally investigate a complaint where the alleged loss or injustice is not a serious or significant matter.
In this complaint the authority gave Mr X an explanation of the delays and running times affected by different factors and will review the route timing. I do not consider that he suffered sufficient personal injustice to investigate further.
Final decision
We will not investigate this complaint about temporary delays to a bus route. There is insufficient evidence of any significant injustice which would warrant an investigation.
Investigator's decision on behalf of the Ombudsman