Merseyside Passenger Transport Authority & Exec (25 005 834)
Category : Transport and highways > Public transport
Decision : Closed after initial enquiries
Decision date : 30 Sep 2025
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s complaint about the Authority telling him he is not entitled to a concessionary travel pass. This is because there is not enough evidence of fault.
The complaint
- Mr X says he has held a disability concessionary travel pass for ten years. When he tried to renew his pass the Authority said he is no longer entitled. Mr X says the authority is discriminating against him because he has a mental health disability. He would like the authority to review their process and issue him a pass.
The Ombudsman’s role and powers
- 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 there is not enough evidence of fault to justify investigating (Local Government Act 1974, section 24A(6), as amended, section 34(B)).
How I considered this complaint
- I considered information provided by the complainant and the Authority.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X says he is entitled to a concessionary travel pass as he is disabled. He says the Department for Work and Pensions have assessed him based on his medical history and awarded him the enhanced mobility rate. He appealed the Authority’s decision and shared this information with them.
- The Authority has acted in line with its eligibility criteria. We look at the process an Authority followed to make its decision. If the Authority followed its process correctly, we cannot question that decision even if a complainant disagrees with the decision made. I see no evidence of fault in how the Authority reached its decision not to award a pass. The decision was made in line with its policy.
Final decision
- We will not investigate Mr X’s complaint because there is not enough evidence of fault.
Investigator's decision on behalf of the Ombudsman