The Ombudsman's final decision
Summary: We will not investigate this complaint about the way the Council dealt with a complaint about an officer. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. We are unlikely to find the Council has acted with fault.
The complaint
In summary, Mrs X complains the Council’s investigation into her concerns about bullying by a registrar during a wedding was not in-depth enough. Mrs X says witnesses were not sought nor interviewed.
Mrs X says she was shocked and appalled by the registrar’s bullying. She would like another investigation.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault. We provide a free service but must use public money carefully. We do not start or continue an investigation if we decide we are unlikely to find enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B)) We consider whether there was fault in the way an organisation made its decision. If there was no fault in how the organisation made its decision, we cannot question the outcome. (Local Government Act 1974, section 34(3), as amended)
How I considered this complaint
I considered information provided by the complainant which includes the Council’s complaints response.
I also considered the Ombudsman’s Assessment Code.
My assessment
The Council has investigated and upheld Mrs X’s complaint. It also apologized and said the issues raised will be dealt with differently by staff and the venue. It found no need to gather any more information as requested by Mrs X.
We will not investigate as we are unlikely to find fault. Mrs X’s complaint has been investigated to a satisfactory standard, in line with the Ombudsman’s principles, and her complaint upheld. It would not be proportionate for us to investigate a complaint that has already been upheld.
Final decision
We will not investigate Mrs X’s complaint as we are unlikely to find evidence of fault to justify investigating.
Investigator's decision on behalf of the Ombudsman