Summary: We will not investigate this complaint about the Council’s responses to Mr X. This is because there is no significant personal injustice to Mr X.

The complaint

1. Mr X complains the Council used the wrong dates and incorrect references in its responses to his emails and complaints. He says this caused him to lose trust in the Council and has been harmful to his health. Mr X wants the Council to apologise for its mistakes and provide the references he asked for.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
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, or
• any fault has not caused injustice to the person who complained.
• (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. Mr X complained to the Council in 2024 about it introducing traffic calming measures in his local area. Mr X complained again about the issue in 2025.
7. The Council’s response to Mr X’s complaint contained references to Traffic Sign Regulations. Mr X said the Council referenced the regulations wrongly.
8. Mr X further complained the Council referred to the wrong dates in its responses to his complaints.
9. Even if the Council did include the wrong information in its correspondence, this has not caused Mr X significant personal injustice.
10. 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. I understand Mr X said the matter has caused him to lose trust in local democracy. He also said he has been put to time and trouble perusing the matter. However, there is no evidence that this has caused Mr X any significant personal injustice that would justify an investigation by the Ombudsman.  

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Final decision

11. We will not investigate Mr X’s complaint because there is no evidence of significant personal injustice.

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Investigator's decision on behalf of the Ombudsman