Summary: We will not investigate Ms X’s complaint about the Council’s decision to ban her from entering its libraries. There is insufficient evidence of fault to warrant an investigation.

The complaint

1. Ms X complains she was unfairly banned from all Council libraries for three months and then for a further six months. She says the appeal process against her three-month ban did not properly consider all her evidence, and the bans have denied her access to a safe space and caused distress. She wants the Council to allow her to access its libraries.

Back to top

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 there is not enough evidence of fault to justify investigating.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

3. We consider whether there was fault in the way an organisation made its decision. If there was no fault in how the organisation made its decision, we cannot question the outcome. (Local Government Act 1974, section 34(3), as amended)

Back to top

How I considered this complaint

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

Back to top

My assessment

6. In October 2025, the Council decided to ban Ms X from its libraries for three months. It wrote to Ms X set out its reasons for this decision. It advised her that if she disagreed with the decision, she could submit an appeal.
7. Ms X appealed the decision but the Council did not change its position.
8. Ms X’s library access was reinstated in early 2026.
9. In February, the Council sent Ms X a letter setting out its concerns regarding her recent behaviour. It advised her that if she continued to behave in a way the Council considered unacceptable, it may decide to implement a further ban.
10. Later that month, the Council decided to implement a further six month ban. It wrote to her setting out its reasons for this and advised her of her right to appeal this decision.
11. We will not investigate this complaint. The Council appears to have followed its policy in how it has considered the matter. Although I accept Ms X disagrees with the Council’s decisions, there is not enough evidence of fault in how it has considered the matter to warrant an investigation.

Back to top

Final decision

12. We will not investigate Ms X’s complaint because there is not enough evidence of fault to warrant an investigation.

Back to top

Investigator's decision on behalf of the Ombudsman