Summary: We will not investigate Mr X’s complaint about how he was treated at a Council leisure centre. The Council upheld Mr X’s complaint and provided an appropriate remedy so further investigation would not add to the one carried out by the Council.

The complaint

1. Mr X complains about the conduct of staff at a Council leisure centre.

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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 we could not add to any previous investigation by the organisation. (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. The Council upheld Mr X’s complaint. It apologised to Mr X for how he was treated, spoke to the staff member involved and offered Mr X one month of free membership.
6. The actions taken are proportionate and have provided a suitable remedy for the injustice he has suffered. Therefore, investigation by the Ombudsman would not be able to add to the one carried out by the Council. For this reason, I will not investigate Mr X’s complaint.

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Final decision

7. We will not investigate Mr X’s complaint because the Council upheld the complaint and provided an appropriate remedy so further investigation would not add to the one carried out by the Council.

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Investigator's decision on behalf of the Ombudsman