The Ombudsman's final decision
Summary: We will not investigate this complaint about how X was dealt with when asked to bring identification documents into the Council’s offices. This is because we have decided any injustice is not significant enough to justify our involvement.
The complaint
X complains about how they were treated when asked to bring identification documents into the Council’s offices. X says that the conduct of two officers who attended the meeting was unprofessional and that this made X feel distressed.
The Ombudsman’s role and powers
People may complain to us about injustice caused by: ‘maladministration’ and ‘service failure’ by a public organisation we could investigate; or the actions of an organisation in connection with privately arranged adult social care.
(Local Government Act 1974, section 26A(1) or section 34C(1)(a)).
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), or section 34B(8)).
We will not normally investigate complaint handling if we are not investigating the rest of the complaint. This is because there is not usually enough injustice to justify us doing so. We collect information about particularly poor complaint handling practice and report this back to organisations. (Local Government Act 1974, section 24A(6), or section 34B(8)).
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
The law says we can choose only to investigate a complaint where the person has suffered serious loss, harm, or distress as a direct result of faults or failures by the body complained about. We will not normally investigate a complaint where the alleged loss or injustice is not a serious or significant matter.
I recognise the circumstances of X’s complaint have affected them, but this is not significant enough to warrant us investigating.
We will not investigate the way the Council handled X’s complaint and its correspondence because we are satisfied it did not cause enough separate injustice to warrant an investigation.
Final decision
We will not investigate this complaint because any injustice is not significant enough to justify our involvement.
Investigator's decision on behalf of the Ombudsman