Summary: We will not investigate Miss X’s complaint about the Council’s decision to refuse her daughter’s application for a free school bus pass. This is because the Council has, prior to our involvement, decided to issue the bus pass.

The complaint

1. The complainant, whom I shall call Miss X, complained the Council refused her application for a free school bus pass for her daughter.

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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 effect 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 the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X applied for a free school bus pass for her daughter.
6. The Council refused the application and upheld its decision at appeal.
7. In response to our initial contact, the Council told us it had considered further information following the appeal and it decided to issue the bus pass. It said it had informed Miss X of its decision.
8. This is not a complaint we will investigate. This is because the Council has issued the bus pass and so the matter is essentially resolved. There is no significant remaining personal injustice which is serious enough to warrant an investigation.

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Final decision

9. We will not investigate Miss X’s complaint. This is because the matter has been resolved prior to our involvement.

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Investigator's decision on behalf of the Ombudsman