The Ombudsman's final decision
Summary: We will not investigate this complaint about damage caused to Miss X’s windscreen as it does not represent a level of injustice sufficient to warrant our further involvement.
The complaint
Miss X complains she had to pay £23 to get her car windscreen professionally cleaned to remove residue left behind from a parking penalty charge notice the Council affixed to it. Miss X also complains the Council has not responded to the complaint she made about this.
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 any fault has not caused injustice to the person who complained (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
I recognise Miss X is unhappy about having to pay for her windscreen to be professionally cleaned but we will not investigate as this does not represent a level of injustice that would justify our further involvement. We have limited resources and must direct them to the more serious cases.
I appreciate Miss X must be frustrated by any lack of response to her complaint but we will not investigate this, as in isolation, it also does not equate to significant injustice.
Final decision
We will not investigate Miss X’s complaint because any injustice caused to her from Council fault is not significant enough to warrant our further involvement.
Investigator's decision on behalf of the Ombudsman