Summary: We will not investigate Mr X’s complaint about how the Council dealt with his application for a season parking permit. There is not enough evidence of fault.

The complaint

1. Mr X was unhappy the Council withdrew a different amount of money from his bank account, for a season parking ticket than was shown on the Council’s website. He now wants the Council to refund the price difference and change how it deals with applications.

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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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X complained to the Council because he believed it should offer him a refund of the difference between what he paid for his season ticket and the amount the Council’s website was showing. The Council accepted the costs had not been updated on its website but was correctly advertised elsewhere. It offered Mr X a full refund and cancel his season ticket. Mr X declined this. Mr X also complained because the Council used a postal system to issues its season tickets.
6. We will not investigate Mr X’s complaints, because there is not enough evidence of fault in the Council’s actions to warrant an investigation.

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Final decision

7. We will not investigate Mr X’s complaint because there is not enough evidence of fault.

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Investigator's decision on behalf of the Ombudsman