Summary: We will not investigate Miss X’s complaint about the Council’s registrar booking service. This is because the claimed injustice is not significant enough to warrant an investigation by the Ombudsman.

The complaint

1. Miss X complained about the Council’s booking system for a registrar. Miss X said the process was confusing and that the Council gave her inaccurate information which led to her needlessly cancelling the booking and incurring a £50 fee.
2. Miss X said the matter caused her frustration. Miss X wants the Council to refund the £50.

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The Ombudsman’s role and powers

3. 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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

4. I considered information provided by the complainant.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Our role is to consider complaints where the person bringing a complaint has suffered significant personal injustice as a direct result of the actions or inactions of the organisation. This means we will normally only investigate a complaint where the complainant has suffered serious loss, harm, or distress as a direct result of faults or failures. We will not normally investigate a complaint where the alleged loss or injustice is not a serious or significant matter.
7. Miss X said the Council’s booking process was confusing and he was provided with inaccurate advice. She said this led her to cancel the booking, incurring a £50 charge.
8. While I acknowledge Miss X’s complaint, the alleged injustice is not significant enough to warrant an investigation by the Ombudsman. Consequently, we will not investigate this complaint.

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Final decision

9. We will not investigate Miss X’s complaint because the alleged injustice is not significant enough.

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Investigator's decision on behalf of the Ombudsman