Summary: We will not investigate Mr X’s complaint that the Council failed to install signage for parking restrictions in his area and did not refund his parking permits on a pro-rata basis for the handful of weeks before the full signage was in situ. Mr X was not caused a significant enough injustice to warrant an investigation by the Ombudsman.

The complaint

1. Mr X complained about the Council’s implementation of parking restrictions in his area. He said signage for the parking restrictions were not in situ from the commencement date. He said he purchased three annual parking permits for his home and guest passes, but others were still able to park for several weeks without paying.
2. Mr X said the matter caused him frustration. Mr X wants the Council to refund the cost of his parking permits for the weeks when the signage was insufficient.

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The Ombudsman’s role and powers

3. 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

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

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My assessment

6. Our role is to consider complaints where the person bringing the complaint has suffered significant personal injustice as a direct result of the actions or inactions of the organisation. 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.
7. Mr X purchased three annual parking permits and a booklet of visitor passes. The full signage was in situ within a handful of weeks.
8. The pro-rata cost of three annual permits for the Council’s area for two weeks is approximately £20.35. A full booklet of guest passes (10) is £17.50. The combined cost is approximately £37.85. This is not a significant enough injustice to warrant an investigation by the Ombudsman.

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Final decision

9. We will not investigate Mr X’s complaint because he was not caused a significant injustice.

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Investigator's decision on behalf of the Ombudsman