Summary: We will not investigate this complaint about the Council’s handling of an application for home-to-school transport. This is because there is not enough evidence the Council is at fault.

The complaint

1. Ms X complains about the Council’s handling of her application for free home-to-school transport for her child. She says the Council’s decision to refuse her application has caused her child anxiety and distress. She also says funding the transport is having an impact on her finances.

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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, section 34(B))

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X says her child could not attend the nearest school to her home as it was causing the child anxiety and distress. The child transferred mid-year to the school they previously attended. Ms X says the child has to catch two buses to the preferred school. Ms X appealed the Council’s decision to refuse travel assistance.
6. The Council considered the evidence Ms X provided as part of a two-stage appeal process. The Council’s decision and appeal process was in line with the Council’s policy, and we cannot criticise it. We therefore will not investigate this complaint as there is not enough evidence the Council is at fault.

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Final decision

7. We will not investigate Ms X’s complaint because there is not enough evidence the Council is at fault.

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Investigator's decision on behalf of the Ombudsman