Summary: We will not investigate this complaint about the Council refusing to reimburse post 16 transport costs. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The Council has now agreed to the complainant’s request. This remedies the complaint and there is nothing else we could achieve.

The complaint

1. The complainant, Mrs X, complained the Council would not reimburse the money she spent on transport to college for her daughter. Mrs X paid for the transport until the Council agreed to provide a taxi

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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 effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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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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Final decision

5. We will not investigate Mrs X’s complaint. This is because the Council has decided to reimburse Mrs X for the transport she provided. This is what Mrs X wanted and an investigation would not achieve anything more.

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Investigator's decision on behalf of the Ombudsman