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Post 16 Transport Policy Statement 2023-24

4. Appeals

The Council aims to provide the best possible services at all times. However, if you are unhappy with a decision made under this policy statement, you may appeal using the Council standard complaint procedure. Any complaint about the policy statement or service will be investigated in line the Council corporate complaints procedure which can be found on the Customer Feedback and complaints page.

Appeals procedure if I am refused transport

If you are refused transport you will be sent a letter advising you of the reason for the refusal. You have the right to complain or appeal this decision.

Stage one: Review by a Council Officer

If you have been informed that you are not entitled to transport assistance under the Council's Post 16 policy you can apply for a review under Stage one.

You have 20 working days from receipt of the Post 16 transport decision to make a written request asking for a review of the decision. This written request should be submitted to the Community Transport Service, Cowpen Lane Depot, Cowpen Lane, Billingham, TS23 4DD or to SMCommunityTrans@stockton.gov.uk

The written request should detail why you believe the decision should be reviewed and give details of any personal and/or family circumstances you believe should be considered when the decision is reviewed.

Within 20 working days of receipt of the written request from you, the appropriate Council Officer will review the original decision and send you a detailed written notification of the outcome of the review, setting out:

  • the nature of the decision reached
  • how the review was conducted
  • information about how other departments and/or agencies were consulted as part of the process
  • what factors were considered
  • the rationale for the decision reached
  • information about how the parent can escalate their case to stage two (if appropriate)

Stage two: Review by an independent appeal panel

You have 20 working days from receipt of the Council's Stage one written decision notification to make a written request to escalate the matter to Stage two.

Within 40 working days of receipt of the request from you an independent appeal panel will consider representations from both you and officers involved in the case, we will enable any parent/carer that wishes to, to attend an appeal hearing, virtually or in person, to present their case, where a parent/carer does not wish or is unable to attend a hearing, the panel will make its decision based on written representations. A detailed written notification of the outcome will be given, setting out:

  • the nature of the decision reached
  • how the review was conducted
  • information about how other departments and/or agencies were consulted as part of the process
  • what factors were considered
  • the rationale for the decision reached
  • information about how right of the parent/carer to put the matter to the Secretary of State

If you are dissatisfied with the Council's consideration of your appeal, you can refer the matter to the Local Government and Social Care Ombudsman (LGSCO). The Local Government and Social Care Ombudsman provides a free, independent service. Their Intake Team can be contacted for information and advice, or to register your complaint.

It is also your right to complain to the Secretary of State if you feel as though there has been any maladministration of your case. To do this, you or your family should contact the Department of Education. Any complaints should outline the case, set out the decision taken by the Local Authority and include any other relevant documentation. 

Document information

Transport policy statement for young people aged 16-18 in further education, continuing learners aged 19 and those young people aged 19 - 24 (inclusive) with learning difficulties and/or disabilities 

  • department Responsible: Community Transport
  • contact details: 01642 527117
  • document first release: 25/04/2023