Summary: We will not investigate Mr X’s complaint about how the council handled his parking permit application because it is not warranted by the alleged injustice.

The complaint

1. Mr X complains about how the Council spoke with him when he renewed his parking permit and how it later handled his complaint. He says he was distressed, frustrated and felt dismissed.

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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 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

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

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My assessment

5. Mr X complained that when he telephoned the Council it gave him the wrong information, repeatedly disconnected his calls, he was put on hold for a long time and staff were rude. He says when he complained the Council did not apologise and take accountability.
6. The Council investigated Mr X’s complaint and reviewed the calls. It apologised to Mr X that one member of staff did not follow its process and told Mr X it had spoken to the member of staff and would provide refresher training. The Council found that it had given the correct advice on two occasions and correctly renewed the permit the day after the first call. The Council did not agree with Mr X that the issue warranted the £100 compensation he asked for.
7. While it is inconvenient to be given wrong information and get disconnected or placed on hold, I will not investigate this complaint as the level of injustice does not justify further investigation.

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Final decision

8. We will not investigate Mr X’s complaint because any injustice Mr X has suffered is not significant enough to justify our involvement.

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Investigator's decision on behalf of the Ombudsman