Summary: We will not investigate Ms X’s complaint about a decision to withdraw transport to her day service. There is insufficient evidence of fault to warrant an investigation.

The complaint

1. Ms X complains about a Council decision to withdraw her transport to her day service. She says this has impacted on her mental health. She wants the Council to reinstate the transport.

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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 impact 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 or continue an investigation if we decide there is not enough evidence of fault to justify investigating.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

5. In its complaint response, the Council set out it reasons for withdrawing the transport. It listed the eligibility criteria in its transport policy and the reasons for its decision that Ms X did not meet these criteria. It explained that Ms X had received transport previously as part of a temporary arrangement put in place during COVID-19.
6. We will not investigate this complaint. Although I accept Ms X disagrees with the Council’s decision, it appears in line with its transport policy. It has appropriately explained its decision to Ms X. There is insufficient evidence of fault to warrant an investigation.

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Final decision

7. We will not investigate Ms X’s complaint because there is insufficient evidence of fault to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman