The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s handling of an application for home-to-school transport assistance. This is because there is not enough evidence the Council is at fault to warrant an investigation.
The complaint
Mr X complains about the Council’s handling of his application and appeal for home-to-school transport assistance. He says the decision to not provide assistance will cause his family financial hardship. He also says his child’s journey to school will be unsafe.
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 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. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X appealed the Council’s decision to refuse travel assistance. At the second stage of the appeal, Mr X spoke about his and his family’s circumstances.
The evidence shows Mr X’s circumstances were considered but the decision to not provide travel assistance was upheld. The Council’s decision and appeal process were in line with its policy and we therefore cannot criticise the Council. There is not enough evidence the Council is at fault to justify an investigation.
Final decision
We will not investigate Mr X’s complaint because there is not enough evidence the Council is at fault to justify an investigation.
Investigator's decision on behalf of the Ombudsman