Summary: We will not investigate this complaint about the Council’s decision to increase charges for its transport service. Mr X has not sustained a personal injustice due to this. In addition, an investigation would be unlikely to find fault in the Council’s actions.

The complaint

1. Mr X complained the Council has increased charges for a transport service.

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 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, or
• any fault has not caused injustice to the person who complained.

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

Back to top

How I considered this complaint

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

Back to top

My assessment

5. Mr X complained to the Council regarding its plans to increase charges for a local transport service. He said whilst he personally did not use the service, the changes would disadvantage elderly service users.
6. The Council told Mr X it had carried out a review of the changes and discussed them with the service users. It explained why it was increasing charges and confirmed it would give service users four weeks’ notice before implementing the increase.
7. Mr X wants us to find the Council at fault. The Ombudsman will not investigate cases where the complainants have not sustained a personal injustice. In this case, Mr X does not use the service complained about and is not directly affected by the upcoming price increase. An investigation is therefore not warranted as he has not experienced any personal injustice due to this matter.
8. In addition, the Council has explained why it is making the changes to its pricing and carried out a review of the price increase. There is no evidence of fault in the Council’s decision making. An investigation would be unlikely to find fault with the Council’s actions.

Back to top

Final decision

9. We will not investigate Mr X’s complaint because an investigation would be unlikely to find fault with the Council’s actions.

Back to top

Investigator's decision on behalf of the Ombudsman