Summary: We will not investigate this complaint about the Council’s handling of Mr X’s request to renew his Blue Badge. This is because further investigation would not lead to a different outcome.

The complaint

1. Mr X complains the Council delayed renewing his Blue Badge. This meant he was without a Blue Badge for three weeks which caused him inconvenience.

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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 impact 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 or continue an investigation if we decide further investigation would not lead to a different outcome.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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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. In its complaint response to Mr X, the Council acknowledged there was a delay renewing his Blue Badge and apologised to him for this. It explained the reason for the delay was an administrative error. It said it has since reviewed its processes to prevent recurrence of the fault and to ensure applicants are kept informed in case of a delay. It has now issued him with a Blue Badge.
6. We will not investigate this complaint. The Council has apologised to Mr X which is an appropriate remedy for the frustration and inconvenience caused. It has also acted to improve its service, which is what we would expect. An investigation by us would not achieve more than this or lead to a different outcome.

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Final decision

7. We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman