The Ombudsman's final decision
Summary: We will not investigate this complaint about the conduct of staff at a Council library. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. There is no worthwhile outcome we can achieve by investigating.
The complaint
Mr X was unhappy with how the staff at his library treated him on several occasions. He said he thought the staff were discriminating against him and this made him feel patronised and humiliated.
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 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))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
Final decision
We will not investigate Mr X’s complaint because there is no worthwhile outcome we can achieve by us investigating.
Investigator's decision on behalf of the Ombudsman