The Ombudsman's final decision
Summary: We will not investigate Mrs X’s complaint that her son was not issued with a bus pass. This is because the Council have agreed to provide a bus pass, and further investigation would not lead to a different outcome.
The complaint
Mrs X complains the Council refused to provide her son with a bus pass to travel to and from school, despite having been issued one in the past. Mrs X says this has caused worry and stress as she cannot afford to pay for the bus pass, and has other children who will be similarly impacted in the future. Mrs X would like the Council to continue providing her son with a bus pass.
The Ombudsman’s role and powers
We can decide whether to start or discontinue an investigation into a complaint or any part of a complaint that is within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
How I considered this complaint
I considered information provided by Mrs X and the Council.
Mrs X and the Council had an opportunity to comment on my draft decision. I considered any comments received before making a final decision.
My assessment
Mrs X complained that the Council would not be providing her son with a bus pass, to travel to and from school, for the academic year 2024 to 2025.
However, during the investigation of this complaint, Mrs X advised the Ombudsman that the Council have now agreed to provide her son with a bus pass for the remainder of his time at school.
This means that we will not investigate this complaint. This is because the Council have now provided the outcome Mrs X was seeking, and so further investigation would not lead to a different outcome.
Final decision
We will not investigate Mrs X’s complaint because further investigation will not lead to a different outcome.
Investigator’s decision on behalf of the Ombudsman
Investigator's decision on behalf of the Ombudsman