Summary: We will not investigate this complaint about an unsuccessful application for a grant under the vehicle scrappage scheme. This is because there is insufficient evidence of fault by the Authority.

The complaint

1. The complainant, Mr x, says an email about his application to the scrappage scheme went to his spam folder so he could not respond to an information request. He missed out on a £2000 grant. Mr X wants the grant and 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 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))

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How I considered this complaint

3. I considered information provided by Mr X and the Authority. This includes correspondence about the application and the scrappage scheme. I also considered our Assessment Code.

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My assessment

4. In 2023 the Authority approved Mr X’s application for a grant. The Authority sent an email approving the application and asking him to supply evidence he had scrapped the vehicle. Mr X had one month to submit this evidence and the Authority sent a reminder before the deadline. Mr X did not send the certificate so the Authority withdrew the grant offer and closed the application.
5. Mr X says he did not see this request for evidence because the email went to his spam folder.
6. Mr X contacted the Authority on 9 September 2024 to ask for an update on his application. The Authority said the application had expired in 2023 because Mr X did not provide the certificate of destruction within one month. The Authority said the scheme closed to new applications on 8 September 2024 so he could not make a new application. The Authority said it sends all communications by email and the onus is on applicants to check for spam. The Authority said Mr X had not responded to a verification email which might explain why the email went to his spam folder.
7. I will not start an investigation because there is insufficient evidence of fault by the Authority. The terms and conditions say an applicant must provide the certificate of destruction within one month and failure to do so will result in the Authority withdrawing the offer and ending the claim. The Authority acted in accordance with the terms and conditions so there is no reason to start an investigation.
8. I can also confirm the scheme closed to new applications from 8 September. The Authority closed Mr X’s 2023 application and he did not contact the Authority again until 9 September 2024. Mr did not make a new application before the scheme closed; this means there is no suggestion of fault in the Authority’s decision that he cannot make a new application.

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Final decision

9. We will not investigate this complaint because there is insufficient evidence of fault by the Authority.

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Investigator's decision on behalf of the Ombudsman