Summary: We will not investigate Mr X’s complaint about the Council’s actions on his wedding day. This is because the Council has provided a suitable remedy for the complaint.

The complaint

1. The complainant, Mr X, complains the Council’s registrar refused to conduct his wedding ceremony on the day he was getting married. He says this caused him embarrassment, stress, upset and financial loss.

Back to top

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 provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions a council has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

Back to top

How I considered this complaint

3. I considered information provided by Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. The Council accepts its registrar acted unprofessionally and that their actions caused Mr X injustice. However another registrar attended in their place and this allowed Mr X’s wedding to go ahead on the day.
6. The Council agreed to refund Mr X for the cost of the service and has also offered to pay him £80 to cover the cost of extending the entertainment as a result of the delay in conducting the ceremony.
7. Mr X clearly suffered significant injustice as a result of the Council’s actions but the Council’s offer provides a suitable remedy for the complaint and it is therefore unlikely we would recommend anything further.

Back to top

Final decision

8. We will not investigate this complaint. This is because the Council has provided a suitable remedy.

Back to top

Investigator's decision on behalf of the Ombudsman