Summary: We will not investigate Miss B’s complaint that she cannot remove residue left by a Penalty Charge Notice attached to her car windscreen. This is because Miss B has not suffered a serious or significant injustice which would justify an investigation.

The complaint

1. Miss B complains a Penalty Charge Notice attached to her car windscreen has left a glue residue which she cannot remove. Miss B says rather than apologising the Council just suggested using soap and water and reminded her to make a payment which she had already paid. Miss B would like the Council to pay her compensation.

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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))
3. 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.

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How I considered this complaint

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

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Final decision

6. Miss B has not suffered a serious or significant injustice which would justify an investigation by the Ombudsman. And, complaints about property damage are best decided by an organisation’s insurers, and if needed, the courts.
7. So, we will not investigate this complaint.

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Investigator's decision on behalf of the Ombudsman