The Ombudsman's final decision
Summary: We will not investigate this complaint about Mrs X’s contact with the Council. This is because further investigation would not lead to a different outcome.
The complaint
Mrs X complained that a Council officer failed to provide information for an event that she held at Council’s venue. She said this led to her being rushed. Mrs X said this caused her disappointment.
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 and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mrs X said that the officer who arranged the event, didn’t inform her about arriving 30 minutes early, for pre-event interviews in the booking email. Mrs X said this led to her not being able to fully utilise the space hired and event being rushed.
The Council have investigated the matter and said it considered evidence from staff at the venue. It also explained that staff attempted to phone Mrs X prior to the event. They also apologised for information not being relayed, but highlighted the information was available on its website.
I will not investigate Mrs X’s complaint because the Council have already investigated and taken steps to update its email templates. Therefore, further investigation would not lead to a different outcome.
In any case Mrs X wants compensation and we cannot award compensation, only the courts can.
Final decision
We will not investigate Mrs X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman