Summary: We will not investigate this complaint about problems the complainant encountered during a coach trip. This is because the Council has provided a satisfactory remedy.

The complaint

1. The complainant, whom I refer to as Ms X, complains about a coach trip she booked on behalf of a group for a day trip. Ms X is dissatisfied with the Council’s response and wants a fifty per cent refund.

Back to top

The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

Back to top

How I considered this complaint

3. I considered information provided by Ms X and the Council. This includes the complaint correspondence. I also considered our Assessment Code.

Back to top

My assessment

4. Ms X is the Chair of a group and booked a coach journey for a day trip. Ms X complained to the Council about some issues that arose during the journey. For example, she complained the journey took two and half hours longer than advertised; that the driver was rude and abrupt, and there were not enough comfort breaks.
5. In response the Council decided that the driver’s conduct did not meet the required standards, that improved route planning and decisions relating to driver rest-breaks could be improved, and a comfort break would have been expected. The Council also noted that the group asked for a short delay at the start of the journey and that the journey was delayed by a diversion. The Council upheld parts of the complaint but decided it was not responsible for all the delays.
6. The Council apologised, provided a detailed explanation of what had happened and why, explained the service improvements it planned to make to prevent similar problems happening again, and offered a 20% discount on a future booking.
7. Ms X is dissatisfied with the response. She is not sure she will use the service again and wants a fifty per cent refund.
8. I will not start an investigation because the Council has provided a fair and proportionate response. It has properly considered the complaint, upheld parts of the complaint, explained what went wrong, apologised, offered a discount and explained the service improvements it plans to make. I appreciate Ms X does not think the remedy is sufficient but there is nothing in the Council’s response which is so inadequate that it requires our involvement. The combination of the explanation, apology, discount and service improvement is an appropriate remedy.

Back to top

Final decision

9. We will not investigate the complaint because the Council has provided a satisfactory remedy.

Back to top

Investigator's decision on behalf of the Ombudsman