The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about the way a Council officer spoke with him during a phone call. This is because the Council already apologised and an investigation by the Ombudsman is unlikely to achieve any additional outcome.
The complaint
Mr X complained an officer of the Council was rude and dismissive during a phone call with him in April 2024. Mr X says the issues complained about caused him distress.
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: we could not add to any previous investigation by the organisation, or further investigation would not lead to a different outcome, or there is no worthwhile outcome achievable by our investigation.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X complained to the Council. He said a social worker was rude and dismissive during a phone call in April 2024.
The Council met with Mr X in May 2024 to explore his concerns. It apologised for the conduct of its staff member. Mr X felt this was insufficient and asked the Council for a financial remedy.
The Council responded reiterated its apology for the conduct of its staff, explained it had listened to his concerns during the meeting, and that the specific staff member no longer works for the Council.
Analysis We will not investigate this complaint. The Council has already apologised for the conduct of its staff member. It also appropriately organised a meeting to discuss Mr X’s concerns with him. An investigation by the Ombudsman is unlikely to achieve anything further, and so we will not investigate.
Final decision
We will not investigate Mr X’s complaint because an investigation by the Ombudsman is unlikely to achieve any additional outcome.
Investigator's decision on behalf of the Ombudsman