The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about the Council’s decision to require contractors to operate with either a Private Hire Vehicle or a Public Service Vehicle licence when providing school transport. This is because his complaint is late and I have found no good reason why he could not have come to us sooner.
The complaint
Mr X complains about the Council’s decision to require contractors to operate with either a Private Hire Vehicle (PHV) or a Public Service Vehicle (PSV) licence when providing Home-to-School transport.
He says that the Council’s decision has cost him financially and caused him distress. He also feels the decision is legally wrong.
The Ombudsman’s role and powers
We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X complains about the Council’s decision to require transport contractors to operate with either a Private Hire Vehicle (PHV) or a Public Service Vehicle (PSV) licence when providing provide Home-to-School transport.
He argues that the Council’s new policy means he is now unable to provide Home-to-School transport services, and this has caused him financial loss.
Mr X says also says the new policy is wrong in law.
Whilst I acknowledge Mr X’s concerns, I note that the Council told Mr X about its new school transport policy in February 2024.
I note Mr X sought legal advice, but he did not bring his complaint to us until August 2025. Mr X’s complaint is late, and I have seen no good reason why he could not have come to us sooner. We are therefore unable to investigate his complaint.
Final decision
We will not investigate Mr X’s complaint because it is late and I have seen no good reason why he could not have come to us sooner.
Investigator's decision on behalf of the Ombudsman