The Ombudsman's final decision
Summary: We will not investigate Ms X’s complaint about the Council’s handling of her application for a COVID-19 business support grant. This is because the Council’s agreement to apologise and pay Ms X the amount of the grant provides a suitable remedy for the complaint.
The complaint
The complainant, Ms X, complains the Council wrongly refused her application for a COVID-19 (Omicron) business support grant.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
I considered information provided by Ms X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council accepts it failed to act on information Ms X provided about her application that would have resulted in the award of the grant. It has therefore agreed to contact Ms X with an apology and to offer a payment equivalent to the amount of the grant she would have received under the grant scheme.
Final decision
We will not investigate this complaint. This is because the Council’s agreement to apologise and pay Ms X the amount she was entitled to provides a suitable remedy for the injustice Ms X suffered. The Council should contact Ms X to confirm its offer and apology and make payment within four weeks.
Investigator's decision on behalf of the Ombudsman