Summary: We will not investigate this complaint about how the Council interacted with Mr X at a library. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. The Council has already apologised and responded to Mr X and we are satisfied with the actions it has taken to resolve his complaint.

The complaint

1. Mr X was dissatisfied with how a council officer treated him during a visit at one of the Council’s libraries. Mr X said the officer acted with malice in how they spoke to him and it left him feeling distressed. Mr X wants the Council to provide him with compensation following his experience.

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 an investigation if we are satisfied with the actions an organisation has already taken. (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 I considered the Ombudsman’s Assessment Code.

Back to top

Final decision

4. We will not investigate Mr X’s complaint. The Council have apologised and discussed his experience with relevant staff and we are satisfied these actions are an appropriate response to Mr X’s complaint.

Back to top

Investigator's decision on behalf of the Ombudsman