Summary: We will not investigate this complaint about how the Council investigated an incident on a school transport bus. Further investigation by the Ombudsman would not lead to a different outcome.

The complaint

1. Mr X complained the Council did not properly investigate an incident which occurred between him and his child’s (Y) school transport staff, when they were dropping off Y at home.
2. Mr X said the Council were biased and relied on the staff’s versions of events. Mr X said this caused him distress.

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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 further investigation would not lead to a different outcome. (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. In March 2025 there was an incident between Mr X and Y’s school transport staff. There are differing accounts about the incident and both parties suggest the other was aggressive. Mr X said the Council relied on the staff accounts and accused him of being aggressive.
7. Because of this incident, the Council withdrew Y’s place on a school transport bus and offered alternative arrangements. It has since offered Y a place on the bus again, with an agreement Mr X is not present at pick up or drop off.
8. The Council said it investigated the incident and took statements from staff, and the other children present on the bus. It said there were differing accounts and therefore it was difficult to confirm what happened.
9. The Council said CCTV footage was not available at the point Mr X complained. However, it said footage would have been unhelpful because it did not cover the side of the bus where the incident happened. It also said the cameras do not record sound.
10. Further investigation into this matter by the Ombudsman would not lead to a different outcome.
11. The Council investigated the incident by taking statements from people who were present but said it could not confirm which version of events was true. Its complaint responses suggest it completed a thorough investigation.
12. The Ombudsman would also be unable to confirm what happened here, even on a balance of probabilities.
13. Additionally, the Council has now offered Y a place on the school transport bus. While Mr X’s dissatisfaction with the agreement he cannot be present at pick up or drop off is acknowledged, we would not achieve anything further by investigating this complaint.
14. For these reasons, we will not investigate this complaint.

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Final decision

15. We will not investigate Mr X’s complaint because further investigation by the Ombudsman would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman