The Ombudsman's final decision
Summary: We will not investigate this complaint about a council leisure centre no longer accepting cash payments. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. There is not enough evidence of fault.
The complaint
The complainant, whom I shall refer to as Mr X, complained a council leisure centre no longer accepts cash payments.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
I considered information provided by the complainant and the Ombudsman’s Assessment Code.
My assessment
We will not start an investigation into Mr X’s complaint.
In its responses to Mr X the Council has explained why it no longer accepts cash payments and the alternative ways of paying, such as by direct debit.
It is for the Council to decide what payment methods it accepts. If we were to investigate, we would not say the Council was at fault. An investigation is not therefore warranted.
Final decision
We will not investigate Mr X’s complaint because there is not enough evidence of fault by the Council.
Investigator's decision on behalf of the Ombudsman