Summary: We will not investigate this complaint about a Freedom Pass application. This is because investigation would not lead to a different outcome.

The complaint

1. The complainant, who I will call Miss X, complains about how the Council dealt with her Freedom Pass application.

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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 must use public money carefully. We do not start or continue an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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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. Miss X applied for a freedom pass, but her application was rejected because the Council said that insufficient supporting evidence had been provided.
6. I will not investigate Miss X’s complaint. A further application has been considered by the Council and it has provided Miss X with a Freedom Pass. Whilst this has taken some time to resolve, an investigation is not proportionate as there is nothing further we could achieve.

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Final decision

7. We will not investigate Miss X’s complaint because an investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman