Privacy settings

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Cambridge City Council (21 016 704)

Category : Other Categories > Other

Decision : Closed after initial enquiries

Decision date : 15 Feb 2022

The Ombudsman's final decision:

Summary: We will not investigate Mrs B’s complaint about the Council’s refusal to refund a lost ticket fee she was required to pay at a Council car park. This is because Mrs B has not suffered a significant injustice which would justify an investigation.

The complaint

  1. The complainant, who I will refer to as Mrs B, complains that she was charged for a lost parking ticket at a Council car park. Mrs B says she paid for parking at the payment machine but when she went to collect her ticket it was not there. Mrs B complains that the Council required her to pay a lost ticket charge of £27 in addition to the £9.50 she already paid for parking. Mrs B says the payment machine and CCTV footage would show that she paid for parking but the Council did not investigate this. Mrs B would like the Council to refund the lost ticket charge she was required to pay.

Back to top

The Ombudsman’s role and powers

  1. 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 an investigation if we decide any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6))

Back to top

How I considered this complaint

  1. I considered information provided by Mrs B.
  2. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

  1. To form a view on whether the Council was at fault for charging the lost ticket fee and not issuing a refund to Mrs B, we would need to start an investigation.
  2. We have limited resources and must focus our investigations on complaints where there is evidence to suggest a person has suffered a significant injustice because of the alleged fault.
  3. I find the injustice Mrs B says she has suffered is not significant enough to justify public money being spent on an investigation by the Ombudsman.

Back to top

Final decision

  1. We will not investigate Mrs B’s complaint because she has not suffered a significant injustice which would justify an investigation.

Back to top

Investigator's decision on behalf of the Ombudsman

Print this page