The Ombudsman's final decision
Summary: We will not investigate this complaint about how the Council dealt with a complaint regarding a claim for damage to X’s motor vehicle. This is because X has an alternative legal remedy, to pursue a claim of negligence through the courts. Only the courts can decide whether the Council was negligent. It is therefore reasonable to expect them to use their legal remedy.
It is not a good use of public resources to investigate complaints about complaint procedures if we are unable to deal with the substantive issue.
The complaint
X complains about how the Council dealt with their complaints about damage caused to their vehicle by a pothole.
The Ombudsman’s role and powers
The law says we cannot normally investigate a complaint when someone could take the matter to court. However, we may decide to investigate if we consider it would be unreasonable to expect the person to go to court. (Local Government Act 1974, section 26(6)(c), as amended) Negligence claims and interpreting the law around civil liability are generally best decided by a court where the Council does not accept insurance liability. Only a court can decide whether the problem should have been dealt with by the Council before it caused damage to a person’s property, or if it is liable to pay damages for a person’s loss.
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
Final decision
We will not investigate X’s complaint because they have an alternative legal remedy through the courts. Only the courts can achieve the outcome they are looking for, so it is reasonable to expect them to use this remedy. It is not a good use of resources to investigate complaint handling in isolation.
Investigator's decision on behalf of the Ombudsman