Summary: We will not investigate this complaint about how the Council handled a freedom pass application. This is because there is not enough evidence of fault to warrant our involvement.

The complaint

1. Miss X complained that the Council did not assist her to make an application for a disabled persons freedom pass. She said she is unable to apply online or over the telephone.
2. She said she is entitled to a freedom pass, and the Council did not respond to her request. She wants the Council to provide her a freedom pass, and reimburse her travel costs.

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The Ombudsman’s role and powers

3. 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

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

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My assessment

6. Miss X said the Council did not assist her to make her application. During my enquiries the Council said it has support in place for people who require assistance. It checked its records and confirmed Miss X had not requested assistance to make her application.
7. Miss X said the Council did not respond to her application. During my enquiries the Council provided a letter it sent Miss X requesting further evidence of her Personal Independence Payment (PIP) entitlement. It also said it requested further medical evidence to which Miss X said the NHS are corrupt and falsified her records. On this basis the Council closed the application because it did not receive the evidence requested.
8. We will not investigate this complaint. The Council can request evidence to assess an application. Miss X did not provide the evidence and therefore the Council closed the application. If Miss X wants the Council to assess her application, she needs to provide the evidence the Council requested.
9. There is not enough evidence of fault to warrant an investigation by the Ombudsman.

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Final decision

10. We will not investigate Miss X’s complaint because there is not enough evidence of fault to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman