The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s adoption preparation training course. This is because there is not enough evidence of fault to warrant an investigation.
The complaint
Mr and Mrs X complain about the way the Council’s facilitator delivered an adoption preparation training session.
They say the Council caused significant emotional harm and a breakdown of trust in the adoption process. They would like the Council to apologise, for the training to be reviewed and adapted, and a financial remedy.
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 there is not enough evidence of fault to justify investigating, or there is no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr and Mrs X attended a training session as part of the Council’s adoption process. They were unhappy with the content, tone and delivery of the session and complained to the Council. They also complained the facilitator gave feedback about them following the session.
The Council considered the complaints and discussed the issues raised with the facilitator as part of its complaints process. It said the sessions delivered are standard and it did not find any cause for concern as part of its consideration of the complaint.
It said Mr and Mrs X’s experience has been noted and learning will be taken from the impact the sessions had on them going forward. The Council explained that it is standard practice for the facilitator to provide feedback about participants after the training is completed.
I have considered the Council’s complaints record and have not found any similar complaints over the last 12 months.
While I do not wish to diminish the experience Mr and Mrs X have had, the complaint raised does not warrant an investigation as we are unlikely to achieve any more than the Council has by doing so.
Final decision
We will not investigate Mr and Mrs X’s complaint because the fault complained of does not justify an investigation.
Investigator's decision on behalf of the Ombudsman