Summary: We will not investigate this complaint about the Council’s Register Office. This is because the complainant has not been caused significant personal injustice. Even if we were to investigate, it is unlikely we would say the Council was at fault or be able to add anything to its response.

The complaint

1. The complainant, Miss X, complained about the service she received when she visited the Council’s Register Office. Miss X says the signage was poor, staff ignored her, and refused to see her as she arrived late for her appointment. Miss X is unhappy the office will not see people if they arrive more than ten minutes late.

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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 effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered information provided by the complainant and the Ombudsman’s Assessment Code.

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My assessment

4. In its response to Miss X the Council has referred to the signs displayed and explained it has not received any other complaints. It was sorry Miss X felt ignored and explained customers are expected to check in using an electronic terminal. If an appointment is not shown, which happens when somebody arrives late, they should go to the reception desk. The Council says its Register Office is very busy and cannot allow more than ten minutes leeway as it has an impact on later appointments. It said a Registrar offered to see Miss X at the end of the day, but she decided to make another appointment.
5. I understand Miss X is upset by the issue at the heart of her complaint. But we only investigate the most serious complaints we receive. We only investigate if the person complaining has been caused significant personal injustice. That is not the case here and so we will not start an investigation.
6. Even if we were to investigate, it is unlikely we would say the Council was at fault. It is for the Council to decide what signs it displays and how its appointment system operates. These are not decisions for the Ombudsman. The Council has said it was sorry Miss X felt ignored and has explained how its appointments system operates. It is unlikely we could add anything to the response Miss X has already received.

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Final decision

7. We will not investigate Miss X’s complaint because she has not been caused significant personal injustice. It is also unlikely we would say the Council was at fault or be able to add anything to the response Miss X has already received.

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Investigator's decision on behalf of the Ombudsman