Summary: We will not investigate this complaint about the Council’s management of a car park. This is because the alleged fault has not caused Mr B a significant injustice.

The complaint

1. Mr B complains that the current paid parking arrangements at a Council car park do not support parents collecting children from organised activities at the adjoining leisure centre. Mr B says the Council has not provided evidence to support its conclusions that grace periods, validation schemes or designated collection areas would be impractical or unsafe. Mr B would like the Council to undertake a formal review of the parking arrangements in this location.

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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 an investigation if we decide:

• any fault has not caused injustice to the person who complained, or
• 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.

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How I considered this complaint

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

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My assessment

6. We will not investigate this complaint.
7. It is for the Council to decide how best to operate and manage demand for each of its car parks.
8. The Council has responded to Mr B’s concerns and explained why it has not introduced the changes Mr B has suggested.
9. We could start an investigation to explore these issues in more detail. But, I find this is not justified.
10. Mr B is aware of the restrictions in place in this car park and can plan his visits accordingly. So, the alleged fault by the Council has not caused Mr B a significant or serious injustice which would justify public money being spent on an investigation by the Ombudsman.

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Final decision

11. We will not investigate Mr B’s complaint because the alleged fault has not caused Mr B a significant injustice.

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Investigator's decision on behalf of the Ombudsman