Overview
The complainant (Ms C) whose child attended a local primary school, was concerned that a decision taken by East Renfrewshire Council (the Council) to withdraw the provision of free school buses for children of primary school age living within a two mile radius of a school was taken without risk assessment, impact analysis or transport assessment. She believed that the decision-making process was flawed. In addition, Ms C complained that the Council had not followed their complaints procedure and that correspondence she received from the Council's Chief Executive was inappropriate and intimidating.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Council's decision to withdraw free school buses was taken without risk assessment, impact analysis or transport assessment (not upheld);
- (b) the Council did not adhere to their complaints process (upheld);
- (c) the Council's conduct in communicating with Ms C was unprofessional and inappropriate (not upheld); and
- (d) a letter sent from the Chief Executive to Ms C on 15 May 2006, headed 'Staff Protocols', was inappropriate and intimidating (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) apologise to Ms C for failing to accept her complaint under their complaints procedure;
- (ii) put in place measures to ensure that, in future, complainants are given accurate information straightaway when their complaints will not be accepted under paragraph 6 of the Council's complaints procedure; and
- (iii) apologise to Ms C for sending her what I consider is an inappropriate and intimidating letter.
The Council have accepted the recommendations and will act on them accordingly.