Summary: We will not investigate Mr X’s complaint because it is unlikely we would find fault with the Council and it would be reasonable for Mr X to complain to the bus company.

The complaint

1. Mr X complained the Council has not taken action in relation to markings for a bus stop situated directly outside a church he regularly attends. Mr X said the markings are too large and it is affecting accessing and leaving the church. The matter has caused him frustration. He wants the Council to reduce the size of the markings.

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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:

• there is not enough evidence of fault to justify investigating, or
• there is another body better placed to consider this complaint.

(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 Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X regularly attends the church. There is a bus stop outside the church with a bus stop sign and road markings.
6. In late 2024, Mr X said the Council completed roadworks in the area and since then, the bus stop road markings had changed and were now overlapping the car park entrance and exit of the church.
7. Mr X told the Council vehicles including buses were stopping for prolonged periods of time at the bus stop. He said this meant people attending the church were prevented from entering the church park or blocked from leaving the car park.
8. In response, the Council amended its sign to inform the public they were not allowed to park at the bus stop and that the stop was for buses only.
9. Mr X complained again in late 2025 as the matter had not improved. He said bus drivers were parking their buses at the stop for long periods of time. He wanted the Council to reduce the size of the bus stop road markings so that they did not overlap the church car park entrance and exit.
10. The Council informed Mr X its bus stop road markings were suitable and in line with regulations. It informed Mr X it would therefore not remove or amend the markings.
11. We will not investigate Mr X’s complaint. This is because it is unlikely we would find fault with the Council. There is no law which prohibits a bus stop from overlapping the entrance or exit to a car park. The Council also explained its reasons why it would not amend or remove the markings.
12. In addition, it would be reasonable for Mr X to take his complaint to the bus company as drivers are waiting at the stop longer than necessary.

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Final decision

13. We will not investigate Mr X’s complaint because it is unlikely we would find fault with the Council and it would be reasonable for Mr X to complain to the bus company.

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Investigator's decision on behalf of the Ombudsman