Summary: We will not investigate Ms X’s complaint about post-16 education transport because there is no worthwhile outcome achievable. The Council has agreed to provide transport.

The complaint

1. Ms X complained the Council offered a personal travel budget instead of transport for her granddaughter’s post-16 education.

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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 we must use public money carefully. We do not start or continue an investigation if we decide there is no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6))

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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. I have carefully considered everything Ms X said, although I have not included every detail here. I have included as few details as possible to protect the anonymity of Ms X and her granddaughter.
6. Since Ms X complained to us, the Council has changed its mind and agreed to provide transport for Ms X’s granddaughter. The Council said it will provide transport until July 2027.
7. We will not investigate Ms X’s complaint because there is no worthwhile outcome achievable. The Council has agreed to provide the transport she wants.

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Final decision

8. We will not investigate Ms X’s complaint because there is no worthwhile outcome achievable.

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Investigator's decision on behalf of the Ombudsman