The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about how the Council has communicated with him about the cost of his mother’s care, and other matters about her care. Mr X has not suffered significant injustice and the Council has already provided a suitable remedy.
The complaint
Mr X complains the Council failed to deal with his queries about his mother’s care quickly or with clear consideration of the situation. He says there were unnecessary delays and poor communication which caused unnecessary confusion and stress for both Mr X and his mother.
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 fault has not caused injustice to the person who complained.
Any injustice is not significant enough to justify our involvement.
Further investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X complained there were delays in the Council dealing with his queries about his mother’s care. When it did supply information, it was often confusing and unclear, leading to further distress at the situation for both Mr X and his mother.
The Council recognised that some of its communication with Mr X fell below its expected standards and apologised for the confusion and delay this caused. It later improved its communication with him. Mr X says he has been caused stress by the matter. But I do not consider that the injustice he has personally suffered because of the Council’s actions would be significant enough to warrant an investigation by the Ombudsman. Given the limited injustice caused to Mr X, the Council’s apology was a suitable remedy, and it is unlikely we would recommend any further action.
Final decision
We will not investigate Mr X’s complaint because he has not suffered significant personal injustice and the Council has already provided a suitable remedy.
Investigator's decision on behalf of the Ombudsman