Summary: We will not investigate this complaint about the Council’s process for managing its Business Rates’ accounts. This is because we are unlikely to find fault in the Council’s actions and an investigation by the Ombudsman would unlikely achieve anything more for Mr Y.

The complaint

1. Mr Y complains that the Council uses a centralised online system to manage its Business Rates’ accounts. He says this is unfair and the Council’s actions have caused delays in him being able to submit his small business rate relief review.

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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:

• there is not enough evidence of fault to justify investigating, or
• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome, or
• there is no worthwhile outcome achievable by our investigation.

(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 Mr Y and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr Y sent business documents to the Council via email. The Council explained that this needed to be sent using its centralised online system. Mr Y said that this was unfair and expressed cybersecurity concerns about the system. The Council reassured Mr Y that the system was secure and explained that the system is vital in allowing it to effectively manage Business Rates’ accounts.
6. The Council explained to Mr Y that it would not be possible to manage this process through multiple channels, including email. The Council is entitled to decide this.
7. There is insufficient evidence of fault in the Council’s actions to warrant an investigation by the Ombudsman.
8. The Council made suggestions to help Mr Y, including meeting with him to offer practical support and assistance in accessing the online system.
9. An investigation by the Ombudsman would unlikely achieve anything more for Mr Y.
10. Mr Y has also complained about the Council’s complaint handling. However, where the Ombudsman has decided not to investigate the substantive issues complained about, we will not usually use public resources to consider more minor matters such as complaint handling.

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Investigator's decision on behalf of the Ombudsman