Summary: We will not investigate Mr X’s complaint about home to school transport provided by the Council. Further investigation by us is unlikely to achieve a different outcome.

The complaint

1. Mr X complained his daughter, Y’s, home to school transport was frequently late. He said this impacted her education and caused her stress. He wants the Council to provide a more reliable service and reimburse him for costs associated with transporting his daughter himself.

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 further investigation would not lead to a different outcome. (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 the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.
5. I considered the Ombudsman’s Principles of Good Administrative Practice

Back to top

My assessment

6. In November 2023, Mr X complained to the Council about Y’s home to school transport (taxis) being late. The Council investigated Mr X’s concerns and asked the taxi company to make improvements.
7. Mr X reported there were still issues and so, in May 2024, the Council found a new taxi company to provide Y’s home to school transport.
8. In October 2024, Mr X reported the taxis being late again. He then complained to us.
9. In our principles of good administrative practice, we highlight our expectations on councils in dealing with complaints. We expect councils to try and resolve issues quickly and effectively. We also expect them to respond flexibly and in a coordinated manner, with other service providers.
10. We will not investigate Mr X’s complaint because the Council has already investigated and has taken steps to put things right. After Mr X reported issues to the Council, the Council investigated his concerns and asked the taxi company to make changes to improve the service. When the issues continued, the Council found a new taxi company to provide the service. These are appropriate actions and therefore further investigation by us would likely not achieve anything more.
11. Nor will we investigate Mr X’s complaint about late taxis in October 2024, after the Council started using a new taxi company. It is realistic to accept there may be issues that are outside the Council’s immediate control and the evidence shows the Council responded and asked the taxi company to make appropriate changes to reduce the risk the taxis will be late again in the future. These actions are also appropriate.

Back to top

Final decision

12. We will not investigate Mr X’s complaint because investigation by us is unlikely to achieve a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman