Summary: We will not investigate this complaint about the Council’s handling of Mrs X’s application for a disabled person’s travel permit. This is because there is insufficient evidence of fault with the Council’s actions.

The complaint

1. Mrs X complains about the Council’s failure to renew her disabled person’s travel permit. She says she cannot attend medical appointments without one.

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The Ombudsman’s role and powers

2. We investigate complaints of injustice caused by ‘maladministration’ and ‘service failure’. I have used the word fault to refer to these. We consider whether there was fault in the way an organisation made its decision. If there is insufficient evidence of fault in how the organisation made its decision, we cannot question the outcome. (Local Government Act 1974, section 34(3), as amended)

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How I considered this complaint

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

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My assessment

5. The Council turned down Mrs X’s renewal application for her disabled person’s travel permit in February 2025. It said Mrs X it did not meet the qualification criteria.
6. The Council’s letter explains how it reached its decision by following the criteria set by the Department of Transport. It outlined that mobility problems must be such that the applicant meets the criteria for higher rate mobility component of Disability Living Allowance or the standard/enhanced rate with a score of 8 points or more of the ‘moving around’ or ‘planning/following a journey’ component of Personal Independence Payments. And that a person’s condition must be ‘permanent’ and ‘substantial’.
7. The Ombudsman is not an appeal body. This means we do not take a second look at a decision to decide if it was wrong. Instead, we look at the processes an organisation followed to make its decision. If we consider it followed those processes correctly, we cannot question whether the decision was right or wrong, regardless of whether you disagree with the decision the organisation made.
8. In making its decision, the Council took account of the Department of Transport guidance, evidence from Mrs X ‘s GP and information from Mrs X. It also considered her walking speed/manner, her medical condition and whether she used use walking aids and so on. The Council followed the appropriate procedures when making this decision and I cannot therefore criticise it.
9. The Council also provided Mrs X with appropriate information when it explained, to her, she could apply again if her condition worsened or changed. It also informed her of her appeal rights.

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Final decision

10. We will not investigate Mrs X’s complaint because there is insufficient evidence of fault with the Council’s actions.

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Investigator's decision on behalf of the Ombudsman