Plymouth City Council (24 016 756)
Category : Other Categories > Leisure and culture
Decision : Closed after initial enquiries
Decision date : 05 Feb 2025
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s complaint that the Council changed the supplier for its digital library content. This is because there is insufficient evidence of fault.
The complaint
- Mr X complained the Council changed the supplier for its digital library content which led to a reduced service.
- Mr X said 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 there is not enough evidence of fault to justify investigating. (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 that the Council changed the supplier for its digital library content. This is because in its complaint response the Council explained the reason for the change in supplier followed a procurement process and the new supplier was the most cost effective. An investigation into this matter is unlikely to find fault, and so we will not investigate this complaint.
- Mr X also said the content available through the new supplier was less than that available through the old supplier. He also said the new supplier’s application had technical issues on older devices. While I acknowledge Mr X’s frustrations, the Council has met its statutory requirements by making the digital content available. Therefore, an investigation into these matters is unlikely to find fault, and so we will not investigate.
Final decision
- We will not investigate Mr X’s complaint because there is insufficient evidence of fault.
Investigator's decision on behalf of the Ombudsman