The Ombudsman's final decision
Summary: We will not investigate Miss X’s complaint about the Council making two payments into a short break account for her child rather than a direct payments account. There is not enough evidence of injustice to warrant investigation by us.
The complaint
Miss X said the Council made two payments into the wrong account. She said this caused her confusion and stress and undermined her confidence in the system.
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 any injustice is not significant enough to justify our involvement.
(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
The two payments were recommended by us as part of remedies after investigations ending in mid-2024 and early 2025. Miss X has different bank accounts for her child’s short breaks and direct payments. While the Council paying the wrong account number would be irritating, the money was not lost and could be transferred. Our two decision statements in the complaints also act as proof of what the sums were for.
Final decision
We will not investigate Miss X’s complaint because the likely injustice caused is not enough to warrant our further involvement.
Investigator's decision on behalf of the Ombudsman