Summary: We will not investigate Ms C’s complaint about lack of contact and short notice regarding the cancellation of Ms B’s amended day centre hours. This is because the Council has apologised for cancelling the transport at short notice and explained what happened. We could achieve no more than this even if we investigated.

The complaint

1. Ms C complained her daughter’s, Ms B’s, amended day centre hours transport was cancelled at short notice. Ms C says the Council failed to tell her about the cancellation until the last minute. Ms C wants to know why her requested additional respite was cancelled and for the Council to give assurances it will not happen again.

Back to top

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 do not start an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

Back to top

How I considered this complaint

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

Back to top

My assessment

5. The Council investigated Ms C’s complaints. It explained it was clearly documented that Ms C had requested for Ms B to remain at the centre until 7pm. It acknowledged the transport was cancelled at short notice and apologised for the inconvenience and the impact this would have had on Ms C. The Council explained the transport office was unable to provide a regular out of hours specialist taxi booking to accommodate Ms B’s needs. It contacted Ms C and discussed this with her on the morning she was expecting Ms B to be at the centre for longer. The Council acknowledged it should have ensured transport availability and support arrangements were in place before raising Ms C’s expectations to the additional hours. It said to avoid confusion in the future Ms C will be given a single point of contact to discuss any transport requests, changes, and cancellations. It said it will also speak to the relevant teams to ensure staff are aware of the impact of this late cancellation.
6. The Council has apologised for the cancellation of the extra hours at short notice, and acknowledged the impact this would have had on Ms C. It explained why it could not accommodate the amended hours and provided contact details for her to discuss any further concerns about Ms B’s transport. We could achieve not more than this even if we investigated.

Back to top

Final decision

7. We will not investigate Ms C’s complaint because we could not achieve a different outcome even if we investigated.

Back to top

Investigator's decision on behalf of the Ombudsman