Summary: We will not investigate Ms X’s complaint about the suitability of school transport arrangements for her daughter because there is not enough evidence of fault to justify an investigation.

The complaint

1. Ms X complains about the suitability of home to school transport arrangements for her daughter.

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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 there is not enough evidence of fault to justify investigating. (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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My assessment

5. The Council provides home to school transport for Ms X’s daughter. In order to keep the journey time as short as possible and make the best use of resources, Ms X’s daughter is required to change taxis in a car park beside a main road.
6. Ms X says the transfer from one taxi to another causes her daughter distress. She is also concerned for her daughter’s safety during the transfer as she has absconded from school in the past. Ms X has transported her daughter to the transfer point herself, but she says the arrangement was not sustainable.
7. It is for the Council, not the Ombudsman, to decide how to use its limited resources. The Council explained that the arrangements represent a compromise between a longer journey in a single taxi, and a shorter overall journey with the transfer between taxis. The Council decided the transfer between taxis represented the best use of resources. The Council explained the arrangements had worked well in the past, and that it checked with the operators to ensure they remained suitable.
8. There is not enough evidence of fault in the Council’s decision to justify an investigation.

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Final decision

9. We will not investigate Ms X’s complaint because there is not enough evidence of fault to justify an investigation.

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Investigator's decision on behalf of the Ombudsman