Stoke-on-Trent City Council (24 004 378)

Statement Upheld School transport 07-Oct-2025

Summary: We found fault on Mrs D’s complaint about the Council failing to pay the full amount of backdated Personal Travel Budget for her children’s home to school transport. It failed to give information when it made the payment showing how it had been calculated. This caused some confusion and frustration. It also failed to keep minutes of appeal panel hearings although has now changed its practice. The agreed action remedies the injustice caused.

Bath and North East Somerset Council (24 022 684)

Statement Upheld School transport 06-Oct-2025

Summary: The Council was at fault for failing to provide school transport for Miss X’s child Y to the school named in their Education, Health and Care Plan. The Council will apologise to Miss X for the avoidable frustration caused by its fault. It will also provide school transport for Y, reimburse Miss X for the mileage costs she incurred in taking Y to school, and take steps to prevent recurrence of the same fault.

Sheffield City Council (25 007 637)

Statement Closed after initial enquiries School transport 06-Oct-2025

Summary: We will not investigate this complaint about the Council’s school to home transport service. This is because the complaint is late and while Mrs X has provided us with reasons she did not complain sooner, they do not sufficiently explain the long delay here, to allow us to disregard the legislation concerning late complaints.

Cheshire West & Chester Council (25 004 459)

Statement Closed after initial enquiries School transport 01-Oct-2025

Summary: We will not investigate Mr X’s complaint about the Council’s decision to refuse his application for free home to school transport for his child. This is because there is insufficient evidence of fault by the Council to warrant an investigation.

London Borough of Enfield (24 014 891)

Statement Upheld School transport 30-Sep-2025

Summary: Mr X complained the Council accepted his daughter, Y, for school transport, but made him arrange it and escort her. He said he did not agree to this. Mr X said this impacted him financially and affected his mental health. There was fault in the way the Council required Mr X to have a personal travel budget and required him to escort Y. This frustrated and distressed Mr X. The Council should apologise, make a financial payment and provide transport and an escort for Y.

Manchester City Council (24 023 362)

Statement Upheld School transport 30-Sep-2025

Summary: Miss X complained about the Council’s decision not to provide her with son with home to school transport. We find the Council was at fault for failing for consider Miss X’s son’s ability to walk to school. This has caused Miss X uncertainty and frustration. The Council has agreed to apologise to Miss X and rehear her stage two appeal with a different panel.

Surrey County Council (25 004 887)

Statement Closed after initial enquiries School transport 30-Sep-2025

Summary: We will not investigate this complaint about the Council refusing to provide post-16 transport to college. This is because the Council has now agreed to provide transport. This is the outcome Mrs X wanted. An investigation would not achieve anything more.

Stoke-on-Trent City Council (25 001 284)

Statement Upheld School transport 29-Sep-2025

Summary: Mr X complained about the Council’s decision to refuse school transport for his three children. He says the Council has failed to consider the health diagnosis of each child. We found the Council at fault, which caused Mr X injustice. The Council has agreed to reconsider the appeal, make payment to recognise the injustice and apologise to Mr X.

Surrey County Council (25 005 152)

Statement Closed after initial enquiries School transport 28-Sep-2025

Summary: We will not investigate this complaint about the Council’s decision to decline Mrs X’s application for travel assistance on behalf of her child Y. This is because an investigation would be unlikely to find fault with the Council’s actions.

Leicester City Council (25 005 194)

Statement Closed after initial enquiries School transport 25-Sep-2025

Summary: We will not investigate this complaint about the Council’s decision to reject Mr X’s application and appeal for school transport for his child. This is because there is not enough evidence of fault by the Council to justify our involvement.