Summary: We will not investigate Mrs X’s complaint that her son was not issued with a bus pass. This is because the Council have agreed to provide a bus pass, and further investigation would not lead to a different outcome.

The complaint

1. Mrs X complains the Council refused to provide her son with a bus pass to travel to and from school, despite having been issued one in the past. Mrs X says this has caused worry and stress as she cannot afford to pay for the bus pass, and has other children who will be similarly impacted in the future. Mrs X would like the Council to continue providing her son with a bus pass.

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The Ombudsman’s role and powers

2. We can decide whether to start or discontinue an investigation into a complaint or any part of a complaint that is within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)

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How I considered this complaint

3. I considered information provided by Mrs X and the Council.
4. Mrs X and the Council had an opportunity to comment on my draft decision. I considered any comments received before making a final decision.

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My assessment

5. Mrs X complained that the Council would not be providing her son with a bus pass, to travel to and from school, for the academic year 2024 to 2025.
6. However, during the investigation of this complaint, Mrs X advised the Ombudsman that the Council have now agreed to provide her son with a bus pass for the remainder of his time at school.
7. This means that we will not investigate this complaint. This is because the Council have now provided the outcome Mrs X was seeking, and so further investigation would not lead to a different outcome.

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Final decision

8. We will not investigate Mrs X’s complaint because further investigation will not lead to a different outcome.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman