The Ombudsman's final decision
Summary: We will not investigate Mrs X’s complaint about the Council’s actions in relation to her child’s social care. This is because further investigation would not lead to a different outcome. Additionally, the Information Commissioner’s Office is best placed to consider her concerns about record keeping.
The complaint
Mrs X complained about the Council’s communication regarding her child’s social care. Mrs X also complained that the Council have inaccurate records.
Mrs X complained she has lost her relationship with her child and is grieving.
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: we could not add to any previous investigation by the organisation, or there is another body better placed to consider this complaint.
(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 complained about the Council’s communication regarding her child’s social care.
The Council responded via their corporate complaint process and upheld the elements of Mrs X’s complaint regarding communication. The Council provided an explanation for its actions and acknowledged learning. Therefore, a further investigation would not lead to a different outcome.
Mrs X also complained about the Council’s record keeping. This part of Mrs X’s complaint would be best considered by the Information Commissioners Office (ICO). The ICO is a body set up to consider complaints about data matters, including rectification, and so is best placed to consider it.
Final decision
We will not investigate Mrs X’s complaint because further investigation would not lead to a different outcome. Additionally, the Information Commissioner’s Office is best placed to consider her concerns about record keeping.
Investigator's decision on behalf of the Ombudsman