Summary: We will not investigate this complaint about the Council’s decision to no longer accept cash payments at its leisure centres. This is because there is insufficient evidence of fault.

The complaint

1. Ms X complains that Council leisure facilities no longer accept cash payments. She says this is discrimination, has limited her ability to exercise and is harmful to her mental health. She wants the Council to ensure there is the option for cash payments in at least one of its leisure facilities.

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The Ombudsman’s role and powers

2. The Ombudsman investigates 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 may decide not to continue with an investigation if we decide there is not enough evidence of fault to justify investigating. (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.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In its complaint response, the Council explained to Ms X the reasons why it no longer accepted cash payments at its leisure facilities. It said this was a joint policy between the Council and its leisure service provider and listed the benefits of this decision. These included financial savings for the Council, increased efficiency for customers checking in to use the facilities and the fact that customers no longer needed to bring cash to use the leisure centres. It said their memberships offered an affordable way to visit the leisure centres without the need to use cash on the day.
6. We will not investigate Ms X’s complaint. The Council has explained to Ms X the reasons for its decision in its complaint response. The Council is entitled to decide what payments methods it accepts and have policies in place to support the effective delivery of its services. It is unlikely further investigation would lead to a finding of fault.

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Final decision

7. We will not investigate Ms X’s complaint because there is insufficient evidence of fault to justify further investigation.

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Investigator's decision on behalf of the Ombudsman