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
Miss X complains about the Council’s handling of her application and appeals for home-to-school transport assistance. She says this has caused her upset and anxiety and the cost of transport will cause her financial hardship.
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
Miss X appealed the Council’s decision to refuse travel assistance. She provided evidence as part of her appeal to the Council.
The Council did a two-stage appeal and the evidence shows Miss X’s circumstances were considered. 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 Miss X’s complaint as there is not enough evidence the Council is at fault.
Investigator's decision on behalf of the Ombudsman