Summary: We will not investigate this complaint about the Council’s handling of a claim for damages as this caused the complainant insufficient injustice to warrant our further involvement.

The complaint

1. Mr X complains about delay and lack of updates after he submitted a claim to the Council after he says his vehicle was damaged by a road defect. Mr X wants the Council to apologise and provide compensation for the service he received, which he considers to be poor.

Back to top

The Ombudsman’s role and powers

2. 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 the alleged fault has not caused significant injustice to the person who complained (Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. I recognise Mr X’s frustration due to the issues he says he experienced, and that he may have been put to some inconvenience in chasing up a response. However, the injustice he describes does not represent a serious loss or harm to him and we will not therefore investigate, given our limited resources, which must be directed to the more serious cases.

Back to top

Final decision

6. We will not investigate Mr X’s complaint because he is not caused a level of injustice from it to justify our further involvement.

Back to top

Investigator's decision on behalf of the Ombudsman