Summary: The Ombudsman will not investigate Mr X’s complaint that his free bus pass provided under the English National Concessionary Travel Scheme cannot be used in London. This is because there is not enough evidence of fault to warrant an investigation.

The complaint

1. Mr X complains his free bus pass provided under the English National Concessionary Travel Scheme cannot be used in London. Mr X says this makes things difficult when he visits his family.

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The Ombudsman’s role and powers.

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe it is unlikely we would find fault. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered Mr X’s complaint to the Ombudsman and the information he provided. I gave Mr X the opportunity to comment on a draft statement before reaching a final decision on his complaint.

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What I found

4. The English National Concessionary Travel Scheme is a national scheme operated by the Department for Transport in conjunction with local authorities across England outside London. It provides free bus travel for older and disabled people during off-peak times in the week, and all-day during weekends and bank holidays. Local authorities may provide further concessions and reach cross-border agreements with neighbouring authorities. Such arrangements are, however, discretionary, and are the responsibility of each authority. There are separate arrangements for free travel in London for certain groups – such as those aged 60 and over.
5. I understand Mr X is frustrated he cannot travel for free in London. But the free pass he does have meets the legislative requirements. Any arrangements over and above those are for individual councils to decide. It is for councils to decide what services they spend their limited resources on. This is not the role of the Ombudsman. Without any evidence of fault an investigation by the Ombudsman is not appropriate.

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Final decision

6. The Ombudsman will not investigate Mr X’s complaint. This is because there is not enough evidence of fault to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman