Summary: We will not investigate Ms X’s complaint about how parking charges are displayed in a council run car park. This is because any injustice is not significant enough to justify our involvement.

The complaint

1. The complainant, whom I shall refer to as Ms X, complained about how parking charges are displayed at a council run car park. Ms X says the charges were not clearly displayed. Ms X was charged £7.70 but expected a maximum charge of £3.30.

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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.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X complained to the Council about how parking charges are displayed when entering a council car park. Ms X says she could not make an informed decision about parking before entering due to unclear and poorly located information. Ms X wanted the Council to refund the cost of her parking as goodwill gesture. Ms X wanted the Council to review its complaints procedure.
6. We will not start an investigation into Ms X’s complaint. The injustice from the matter complained about is not significant enough to warrant our involvement. An investigation is not therefore appropriate.

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Final decision

7. We will not investigate Ms X’s complaint because any injustice is not significant enough to warrant the Ombudsman’s involvement.

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Investigator's decision on behalf of the Ombudsman