Summary: We will not investigate this complaint about a delay by the Council in renewing the complainant’s bus pass. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, Mr X, says the Council did not renew his bus pass before the previous one expired. He says the Council should admit its failings and pay the travel expenses he incurred.

Back to top

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 an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

3. I considered information provided by Mr X and the Council. I also considered our Assessment Code.

Back to top

My assessment

4. The Council automatically renews bus passes; the resident does not need to submit a renewal. The Council’s website says it will issue a new pass a couple of weeks before the current one expires.
5. Mr X’s pass expired on 10 February 2024. The Council printed and posted his new pass on 15 January.
6. Mr X called the Council on 12 February to say he had not received the new pass. The Council re-sent the pass on 13 February.
7. Mr X says he incurred travel costs when he did not have the pass. He says the Council was wrong to blame the post and offered no support. Mr X wants the Council to admit its failings and pay his expenses.
8. I will not start an investigation because there is insufficient evidence of fault by the Council. The Council issued the new pass about four weeks before the former one was due to expire. This is more than the timeframe stated on the website and was sufficient to allow Mr X to receive the pass before the expiry date. It is correct that the Council is not responsible for postal issues. In addition, the Council acted appropriately by immediately issuing a new pass when Mr X reported he had not received it. There is nothing more I would expect the Council to have done. There is no suggestion of fault and no grounds to ask the Council to cover Mr X’s expenses.

Back to top

Final decision

9. We will not investigate this complaint because there is insufficient evidence of fault by the Council.

Back to top

Investigator's decision on behalf of the Ombudsman