Harlow District Council (25 012 597)
Category : Other Categories > Other
Decision : Closed after initial enquiries
Decision date : 17 Nov 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s refusal to reimburse the complainant for a taxi fare he paid. This is because there is insufficient evidence of fault.
The complaint
- Mr X complains that the Council has refused to reimburse him for a wasted taxi fare he paid after he was incorrectly told when to collect a response to an information request he had made.
The Ombudsman’s role and powers
- 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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- The Council accepted that Mr X had been given inaccurate information about when the Council’s response to his information request would be ready. The Council said it would reimburse him for his taxi journey and asked him to provide a receipt.
- Mr X said he could not remember the taxi company he used so could not get a receipt. The Council said without a receipt it could not reimburse him the £40 he says he paid but did pay him £10.
- I will not investigate Mr X’s complaint. Whilst it is unfortunate that Mr X cannot remember the name of the taxi company he used, it is not unreasonable for the Council to request evidence before it makes a reimbursement. Therefore there is insufficient evidence of fault with the Council’s refusal to pay Mr X the full £40 he requested.
Final decision
- We will not investigate Mr X’s complaint because there is insufficient evidence of fault.
Investigator's decision on behalf of the Ombudsman