Summary: We will not investigate this complaint about the Council’s failure to install bollards along a cycle lane. This is because we are satisfied with the Council’s proposed actions to remedy Mr X’s complaint. It is also unlikely an investigation would achieve a worthwhile outcome.

The complaint

1. Mr X complains the Council failed to take the actions it agreed and install bollards along a cycle lane to prevent vehicles from parking there. Mr X is concerned about his and the public’s safety when using the pavement and the negative impact the situation is having on his business. Mr X wants the Council to install the bollards as it previously agreed.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
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 there is no worthwhile outcome achievable by our investigation. (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 Mr X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X complained to the Council about illegal parking. The Council explained the steps it would take to address Mr X’s concerns. It also agreed it would install bollards along a cycle lane, which it said would be completed by the end of October 2025.
7. Mr X raised the issue with us in November 2025 as the bollards had not been installed. The Council has since confirmed the bollards were being installed. I am satisfied that the proposed actions of the Council have remedied Mr X’s complaint. It is unlikely an investigation by the Ombudsman would achieve a worthwhile outcome.

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Final decision

8. We will not investigate Mr X’s complaint because we are satisfied with the Council’s proposed actions to remedy Mr X’s complaint. It is also unlikely an investigation by the Ombudsman would achieve a worthwhile outcome.

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Investigator's decision on behalf of the Ombudsman