Summary: We will not investigate this complaint about the Council’s handling of an application to renew a parking permit. This is because there is not enough evidence of fault to justify investigating.

The complaint

1. Mrs X complains the Council failed to properly consider her application to renew a parking permit before cancelling it.

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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 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)

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How I considered this complaint

4. I considered information provided by Mrs X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mrs X complains the Council asked her to verify her application to renew a parking permit. She says the Council’s email did not properly explain that missing the deadline or failing to provide the required supporting documents would result in cancellation of her application without a refund. She also says the Council did not consider exercising discretion.
7. The Council considered Mrs X’s complaint. It said she accepted the terms and conditions when she applied to renew the permit. The Council’s email specified the supporting documents required and included a link to the terms and conditions. It said Mrs X did not provide the required documents before the deadline and could submit a new application with the correct documentation.
8. I have not seen enough evidence of fault in the way the Council made its decision to justify an investigation. The Council explained why the application did not meet the scheme criteria and followed its policy.
9. We are not an appeal body. This means we do not take a second look at the Council’s decision to decide if it was wrong. Instead, we look at the processes it followed to make its decision. If, as here, we see no sign of fault in the way it made its decision, we cannot question whether it is right or wrong, even though Mrs X disagrees with it.

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Final decision

10. We will not investigate Mrs X’s complaint because there is not enough evidence of fault to justify investigating.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman