The Ombudsman's final decision
Summary: We will not investigate this complaint about a refund of fees paid by taxi drivers as there is insufficient personal injustice caused to the complainant to warrant our further involvement.
The complaint
Mr X complained the Council refused to refund part of the fee paid by taxi licence applicants for vehicle testing after a policy change. Previously the Council required drivers to use a named garage for the test and the cost of this was included within the licence application fee. After a policy change, drivers can now chose any accredited garage to carry out the test. Mr X says that as some drivers chose to use a different garage, to the one previously stipulated, many drivers paid twice for the test and considers refunds should be made.
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 (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
While Mr X may have strong feelings about this matter, he gives no details that this has caused him personally any serious harm or loss. We will not therefore investigate the complaint.
Final decision
We will not investigate Mr X’s complaint because there is insufficient evidence of him being caused any serious harm or loss.
Investigator's decision on behalf of the Ombudsman