Summary: The Ombudsman will not investigate this complaint about problems the complainant had renewing his Blue Badge. This is because the Council has provided a fair remedy.

The complaint

1. The complainant, whom I refer to as Mr X, complains about problems he had renewing his Blue Badge. Mr X wants compensation for his costs.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if we believe the Council has provided a fair remedy. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I read the complaint and spoke to Mr X. I considered letters the Council sent to Mr X. I invited Mr X to comment on a draft of this decision.

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What I found

What happened

4. Mr X’s Blue Badge was due to expire in May 2020. He submitted a renewal in April and sent £10. He subsequently chased the Council for a response. The Council told him it had not received an application from him in April. Mr X submitted a new application in June and paid another £10. The Council issued a new badge in June.
5. In the meantime Mr X provided the Council with proof that it had cashed the payment he sent in April. In October the Council wrote to confirm it had cashed the April payment but it not been able to trace the application. The Council apologised and invited Mr X to call an officer to arrange for a refund of the April payment and the June payment. Mr X did not receive this letter so he had not called to arrange payment.
6. Mr X says he had to spend money on documents and postage. He would like compensation.

Assessment

7. The processing of Mr X’s renewal did not go smoothly. The Council received the April application but it has no record of it and did not see the payment on the system when Mr X made a second application and payment. Mr X has been caused extra work and has incurred some additional costs. However, I will not start an investigation because Mr X has received the badge and the £20 refund is a sufficient remedy for his costs. Mr X said he would contact the Council to make arrangements to receive the £20.

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Final decision

8. I will not start an investigation because the Council has provided a fair remedy.

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Investigator's decision on behalf of the Ombudsman