The Ombudsman's final decision
Summary: We will not investigate this complaint about the Authority’s decision to reject the complainant’s application for a grant under the Scrappage Scheme. This is because the Authority has decided to award the grant and will explore if an additional remedy is needed.
The complaint
The complainant, Mrs X, complains about the Authority’s decision to reject her application for a grant under the scrappage scheme. Mrs X has had to reduce the services she provides for the community because, without a grant, she cannot afford to upgrade her vehicle or pay the charge to enter the Ultra Low Emission Zone.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
I considered information provided by Mrs X and the Authority. This includes an update from the Authority. I also considered our Assessment Code.
My assessment
The Authority rejected Mrs X’s application for a grant, mainly because it decided the application did not meet the evidence requirements. However, on review, after I asked for information, the Authority decided it could have handled the application better and has now decided to issue the grant. The Authority will contact Mrs X about this. It will also explore with Mrs X whether an additional remedy is needed.
Final decision
We will not investigate this complaint because the Authority will award a grant to Mrs X and explore if an additional remedy is needed.
Investigator's decision on behalf of the Ombudsman