The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about the Council’s library service because any injustice is not significant enough to warrant an investigation.
The complaint
Mr X complained the Council failed to provide appropriate digital services at its library. He said it blocked access to specific websites and poorly communicated with him in relation to his enquiries. Mr X also complained about the Council’s complaint handling. The matter caused him frustration.
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 injustice is not significant enough to justify our involvement. (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.
My assessment
In response to Mr X’s complaint, the Council: explained to Mr X its computers use an internet filter which restricts access to certain categories of websites. It said its libraries are not required to provide access to every website however, it considers it provides a comprehensive and efficient library service; and accepted some of its communication had been incorrect and delayed. It said it had addressed the matter with staff to ensure they provided accurate and prompt responses to library users.
We usually investigate complaints where the complainant has experienced serious harm or distress as a direct result of the Council’s actions. We recognise the injustice caused to Mr X however, we do not consider it to be significant enough to warrant an investigation. We will therefore not investigate his complaint.
As we are not investigating the substantive matter Mr X complains of, we will not consider how the Council managed his complaint. This is because we generally do not investigate complaint handling as a standalone matter as it is not a good use of public money to do so.
Final decision
We will not investigate Mr X’s complaint because any injustice is not significant enough to warrant an investigation.
Investigator's decision on behalf of the Ombudsman