Summary: We will not investigate this complaint about the school transport offered to Mrs X’s child. This is because it is reasonable for her to use the Council’s appeals process.

The complaint

1. The complainant, whom I shall refer to as Mrs X, complained about the school transport offered to her son. The Council has offered to provide transport, but Mrs X considers the offer unsuitable. Mrs X wants the Council to provide a personal transport budget so she can take her child to school.

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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 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 it would be reasonable for the person to ask for a council review or appeal. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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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. The Council has explained Mrs X can appeal its decision and it is reasonable for Mrs X to do this. If Mrs X was unhappy with the Council’s final decision she could bring a fresh complaint to the Ombudsman.

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Investigator's decision on behalf of the Ombudsman