The Ombudsman's final decision
Summary: We have upheld Miss X’s complaint about how the Council responded to her report about a rogue trader. The Council has remedied the injustice to Miss X.
The complaint
Miss X complains about the Council’s response to her report about a rogue trader. She also complains about poor complaint handling.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and s34H(1), as amended)
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X reported a rogue trader to the Council in January 2025. The Council told her it would investigate. In July she complained and the Council said it would update her but did not. In January 2026 Miss X approached the Ombudsman.
The Council accepts it was at fault. It proposed a payment of £500 to Miss X to recognise the uncertainty and delay its actions caused. It has re-opened the case and is looking at Miss X’s report about the rogue trader.
The Council has taken suitable steps to remedy the injustice. It has also outlined several service improvement measures to improve case recording and monitoring.
It is not a good use of public resources to investigate complaints about complaint procedures, if we are unable to deal with the substantive issue.
Final decision
We have upheld this complaint. The Council has resolved the complaint early by providing a proportionate remedy for the injustice caused to Miss X and improving its service for others.
Investigator's decision on behalf of the Ombudsman