The Ombudsman's final decision
Summary: We will not investigate this complaint about how Mr X and his family were treated when using a leisure facility. The Council has already investigated and responded. It is unlikely further investigation would lead to a different outcome.
The complaint
Mr X complained that his family were treated unfairly by staff at a leisure centre and the Council’s complaint process was one sided and did not take his view into account.
Mr X complained this was distressing for his family and they have lost trust in a public service.
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 further investigation would not lead to a different outcome. (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
Mr X complained to the Council about his family’s experience when attending a leisure centre.
Mr X complained that his family were discriminated against and that he was not involved in the complaint investigation.
Following Mr X’s complaint, the Council issued a stage one and stage two response explaining its investigation and findings.
Based on the documents, the Council have carried out an investigation and Mr X had the opportunity to comment about this. The Council provided an apology for their experience, refunded the booked session and provided family passes.
We will not investigate this complaint. This is because we could not add to the investigation and therefore would not arrive at a different outcome.
Final decision
We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman