Summary

A man complains on behalf of his adult daughter that Rossendale Borough Council took too long to consider her application for a Hackney carriage licence.

The Complaint

The man said the borough council took 16 weeks to consider her application, leaving her unable to work as a taxi driver while she was waiting. He said the council did not consider his complaint about the matter.

Finding

The Ombudsman upheld the complaint and found fault causing injustice.

Recommendations

To remedy the injustice caused, the council should:

• pay the woman £350 in recognition of the uncertainty, anxiety, frustration and financial loss she experienced, and the unnecessary time and trouble she has been put to.

We also recommend the council identifies and reviews any other complaints received in relation to delays in processing taxi licence applications under its previous policy. Should the council identify other applicants in similar circumstances to the woman, who are able to evidence a significant injustice, the council should consider how to remedy this.

As required by the Local Government Act 1974 the council must:

• lay this report before the Council;
• consider the report and its recommendations; and
• within three months of receiving the report, notify us of the action which it has taken or proposes to take in response.

Ombudsman satisfied with Council's response: 17 September 2018.

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