Summary: We will not investigate this complaint about the Council’s failure to fulfil a pre-booked journey on its on-demand bus service. This is because there is insufficient injustice caused by the Council’s actions to warrant our intervention.

The complaint

1. The complainant, whom I refer to as Mr X, complains the Council’s on-demand bus service failed to pick him up for his booking. He wants the Council to reimburse him for costs he incurred when asking a stranger for a lift.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered information provided by Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X made a booking with the Council’s on-demand bus service. It did not notify him it was delayed and therefore would not be able to take him to the train station on time. He made his train journey after asking a stranger for a lift and he gave them a gift.
6. The Council apologised to Mr X for the service delay and poor communication but stated it could not offer him financial compensation.
7. Whilst we recognise the Council’s actions caused inconvenience, the injustice caused is not so significant as to warrant an investigation.

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Final decision

8. We will not investigate Mr X’s complaint because there is an insufficient level of injustice to warrant our intervention.

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Investigator's decision on behalf of the Ombudsman