Summary: We will not investigate this complaint about the Council’s decision that the complainant is not entitled to a companion bus pass. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, Mrs X, complains the Council will not give her a companion bus pass. She says she is eligible and wants the Council to issue one.

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 Mrs X and the Council. This includes Mrs X’s application and supporting evidence. I also considered the bus pass guidance and our Assessment Code.

Back to top

My assessment

4. Councils must provide a disability based bus pass to people who satisfy the stated criteria. Councils can use discretionary powers to issue companion passes, based on criteria set by each council. Councils do not have to provide companion passes. A companion pass gives free bus travel to a person who accompanies a person with a standard pass.
5. In 2023 the Council gave Mrs X a companion pass. The award letter said the Council had issued it as an exception, outside the rules, on a trial basis for two years. The letter said there was no guarantee the trial would be extended or the pass renewed.
6. The Council did not extend the trial. In 2025 the Council told Mrs X it would not renew the companion pass.
7. Mrs X meets the criteria for a standard pass which the Council has issued. The Council explained why she does not meet the criteria for a companion pass.
8. I have checked the rules for a companion pass and the evidence Mrs X provided to support her application. I paid particular attention to her Personal Independence Payment (PIP) award and the rules for getting a companion pass based on a PIP award. Based on the evidence Mrs X submitted to the Council, the Council was correct to say she does not qualify for a companion pass and her PIP award does not passport her to a companion pass. The evidence she submitted does not show eligibility for a companion pass.
9. Mrs X has explained why having a companion pass would help. However, we are not an appeal body and it is not our role to re-make the decision. We can only intervene if there is fault in the way a council has made a decision and I have not seen any suggestion of fault.

Back to top

Final decision

10. 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