The Ombudsman's final decision
Summary: We will not investigate this complaint about an incident that took place at Mr X’s local library. This is because the injustice experienced by Mr X due to this matter is not significant enough to warrant investigation.
The complaint
Mr X complained about the conduct of a staff member at his local Council managed library.
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: any injustice is not significant enough to justify our involvement, or we could not add to any previous investigation by the organization.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X complained to the Council after he asked for assistance from an employee at his local library and was unhappy with the response he received. He also expressed unhappiness with the employee’s interpretation of the library’s policies.
The Council apologised to Mr X and confirmed it had spoken to the employee involved and reminded them of the correct policies to follow.
Mr X was unhappy with the Council’s response and escalated the complaint to stage 2 of the Council’s complaint process. The Council maintained its position, so Mr X referred the complaint to us.
The evidence shows the Council has investigated the complaint and taken the action needed to address any injustice experienced by Mr X. Having reviewed the facts of the case and the evidence regarding what happened, I cannot see that there is any remaining injustice experienced by Mr X that has not previously been addressed by the Council.
Final decision
We will not investigate Mr X’s complaint because the injustice experienced by Mr X due to this matter is not significant enough to warrant investigation.
Investigator's decision on behalf of the Ombudsman