London Borough of Bromley

The Ombudsman's final decision

Summary: We will not investigate this complaint about a drug and alcohol service commissioned by the Council. This is because any fault has not caused a significant personal injustice to Mr X.

The complaint

Mr X complained about a drug and alcohol service commissioned by the Council. He raised concerns about drug and alcohol consumption, health and safety, violence, prescriptions and the behaviour of staff.

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 (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

We will not investigate this complaint. Mr X said he used the service for a short period of time. The complaint Mr X raised was largely about the overall service it provides rather than specific events.

We will normally only investigate a complaint where the complainant has suffered serious loss, harm or distress as a direct result of faults or failures by an organisation. In addition, we will not normally investigate a complaint where the complainant is using their enquiry as a way of raising a wider community campaign about something of general concern, but where they have not suffered injustice.

Final decision

We will not investigate Mr X’s complaint because any fault has not caused a significant personal injustice.

Investigator's decision on behalf of the Ombudsman