The Ombudsman's final decision
Summary: We will not investigate this complaint about work carried out by the Council’s Bereavement Services at a cemetery frequented by Ms X. This is because we are unlikely to find evidence of fault by the Council sufficient to warrant an investigation.
The complaint
Ms X complains about the behaviour of the Council’s Bereavement Services concerning inspection work to memorials in the cemetery she visits. She said the work carried out, which included the laying down of some memorials, was upsetting for her and other visitors.
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 any fault has not caused injustice to the person who complained, or any injustice is not significant enough to justify our involvement, or we could not add to any previous investigation by the organisation, or 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 the complainant and the Council, including its response to the complaint.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X complained to the Council about memorial safety work its Bereavement Services carried out in a cemetery she visits.
The Council addressed the concerns she raised but concluded staff had acted in accordance with Council policy and procedures at all times.
We do not investigate every complaint we receive and while Ms X may be disappointed with the outcome of her complaint to the Council, there is no evidence to suggest there was fault in its handling of this matter which warrants investigation.
Final decision
We will not investigate Ms X’s complaint because we are unlikely to find evidence of fault by the Council sufficient to warrant an investigation.
Investigator's decision on behalf of the Ombudsman