The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s complaint procedure. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. We are satisfied the Council’s apology and offer of £250 in recognition of the complainant’s time and trouble is a suitable remedy to the complaint.
The complaint
Mr X complains about the way the Council dealt with his complaint.
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 do not start an investigation if we decide 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 Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
Final decision
We will not investigate Mr X’s complaint because the Council has apologised and offered him £250 in recognition of the time and trouble he has spent pursuing the complaint. We consider this is a suitable remedy to the complaint.
Investigator's decision on behalf of the Ombudsman