Bristol City Council (25 010 617)
Category : Other Categories > Commercial and contracts
Decision : Closed after initial enquiries
Decision date : 25 Nov 2025
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s complaint about the Council’s decision to require contractors to operate with either a Private Hire Vehicle or a Public Service Vehicle licence when providing school transport. This is because his complaint is late and I have found no good reason why he could not have come to us sooner.
The complaint
- Mr X complains about the Council’s decision to require contractors to operate with either a Private Hire Vehicle (PHV) or a Public Service Vehicle (PSV) licence when providing Home-to-School transport.
- He says that the Council’s decision has cost him financially and caused him distress. He also feels the decision is legally wrong.
The Ombudsman’s role and powers
- 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)
How I considered this complaint
- I considered information provided by Mr X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X complains about the Council’s decision to require transport contractors to operate with either a Private Hire Vehicle (PHV) or a Public Service Vehicle (PSV) licence when providing provide Home-to-School transport.
- He argues that the Council’s new policy means he is now unable to provide Home-to-School transport services, and this has caused him financial loss.
- Mr X says also says the new policy is wrong in law.
- Whilst I acknowledge Mr X’s concerns, I note that the Council told Mr X about its new school transport policy in February 2024.
- I note Mr X sought legal advice, but he did not bring his complaint to us until August 2025. Mr X’s complaint is late, and I have seen no good reason why he could not have come to us sooner. We are therefore unable to investigate his complaint.
Final decision
- We will not investigate Mr X’s complaint because it is late and I have seen no good reason why he could not have come to us sooner.
Investigator's decision on behalf of the Ombudsman