The Ombudsman's final decision
Summary: We will not investigate how the Council dealt with a complaint from Mr X. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. We will not investigate complaint handling as a standalone issue or pursue a complaint purely to secure an apology.
The complaint
The complainant, Mr X, is unhappy with how the Council dealt with a complaint. Mr X wants an apology.
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 effect on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
I considered information provided by the complainant and the Ombudsman’s Assessment Code.
Final decision
We will not investigate Mr X’s complaint. We will not investigate complaint handling as a standalone issue and cannot justify an investigation purely to secure an apology.
Investigator's decision on behalf of the Ombudsman