The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about an incident on school transport because there is nothing we could add to the Council’s response.
The complaint
Mr X complains about an incident involving his son’s home to school transport. He is unhappy with the Council’s response. He says the incident undermined his confidence in school transport.
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 do not start or continue an investigation if we decide there is nothing we could add to the Council’s response. (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
I have carefully considered everything Mr X said, although I have not included every detail here. I have included as few details as possible in my decision statement to protect the anonymity of Mr X and his son.
Mr X’s son has medical needs. His school transport driver and escort have specialist training to meet his needs.
There was an incident on a journey to school and Mr X’s son did not receive the support he needed. Staff at school intervened to help.
Mr X complained to the Council. The Council investigated the incident and confirmed that the driver and escort had suitable, up-to-date training. The Council said it would offer additional support to the escort, and review transport arrangements for pupils with medical needs.
I do not dismiss Mr X’s concerns, and I do not underestimate the impact of the incident. However, I am satisfied the Council responded appropriately. I do not consider there is anything we could add to the Council’s response by investigating Mr X’s complaint further.
Final decision
We will not investigate Mr X’s complaint because there is nothing we could add to the Council’s response.
Investigator's decision on behalf of the Ombudsman