Manchester City Council (25 016 395)
Category : Transport and highways > Parking and other penalties
Decision : Closed after initial enquiries
Decision date : 13 Mar 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about Mr X’s contact with the Council. This is because further investigation would not lead to a different outcome.
The complaint
- Mr X complained that a Council officer wrongly issued a Penalty Charge Notice, refused to provide their identification, and acted in a verbally and physically abusive manner. He further stated that both the incident and the Council’s subsequent handling of his complaint caused a deterioration in his health.
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 further investigation would not lead to a different outcome. (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
- Mr X complained that a Council officer attempted to issue an invalid Penalty Charge Notice despite a Blue Badge being displayed in the vehicle. He stated that the officer refused to identify herself, behaved in a verbally inappropriate manner and physically interacted with his hand.
- We will not investigate Mr X’s complaint because on the evidence I have seen, the Council investigated his complaints, cancelled the PCN based on the information Mr X gave, and provided him with an explanation of its officer’s actions and its responses appear reasonable. Therefore, further investigation would not lead to a different outcome.
- Nor will I investigate the Council’s complaint handling. It is not a good use of public resources to investigate complaints about complaint procedures, if we decide not to investigate the substantive issue.
Final decision
- We will not investigate this complaint about Mr X’s contact with the Council. This is because further investigation would not lead to a different outcome
Investigator's decision on behalf of the Ombudsman