The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about the accuracy of a translation of a sign. This is because the Rail Ombudsman is better suited to consider the complaint.
The complaint
Mr X complained about the Authority’s translation on a sign at a station in its area. Mr X said the sign was incorrectly translated. Mr X says the matter caused him distress. Mr X wants the Authority to correct the translation.
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 another body better placed to consider this complaint. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
We will not investigate Mr X’s complaint. This is because in its final response the Authority signposted Mr X to the Rail Ombudsman. The Rail Ombudsman specialises in complaints about rail services including customer service and other related matters. I can see no good reason why we should investigate this matter in place of the Rail Ombudsman. Therefore, we will not investigate this complaint.
Final decision
We will not investigate Mr X’s complaint because there is another body better suited to consider the complaint.
Investigator's decision on behalf of the Ombudsman