Summary: We will not investigate this complaint about a bus service because it is late without good reason to exercise discretion to investigate it now.

The complaint

1. Miss Y complained on behalf of her mother, Mrs X, that the Authority wrongly took away regular dial-a-ride journeys after Covid-19 restrictions ended, without consultation. This has led to Mrs X having to repeatedly call to have a weekly bus ride, which has then regularly not been available.
2. Miss Y says this has caused significant upset to Mrs X who feels discriminated against and is unable to pay for the taxis she would otherwise need.

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The Ombudsman’s role and powers

3. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
4. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)

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How I considered this complaint

5. I considered information Miss Y and the Council provided and the Ombudsman’s Assessment Code.

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My assessment

6. The law says people should normally complain to us within 12 months of becoming aware of an issue. Complaints brought to the Ombudsman more than 12 months after someone becomes aware of something a council has done are considered late. We cannot investigate late complaints unless we decide there are good reasons.
7. Miss Y’s was aware of her reason to complain on her mother’s behalf about the Authority’s actions when she originally complained in 2023, more than 12 months ago. Consequently, her complaint is now late. We have discretion to disapply the rule outlined in paragraph four where we decide there are good reasons. Miss Y has not provided any good reasons why she did not bring her complaint to us within 12 months of knowing about the matter. It is reasonable to expect her to have complained sooner. Consequently, as there are not good reason to exercise discretion to do so, we will not investigate.

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Final decision

8. We will not investigate Ms Y’s complaint because it is late without good reason to exercise discretion to investigate it now.

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Investigator's decision on behalf of the Ombudsman