The Ombudsman's final decision
Summary: We will not investigate this complaint about the conduct of a Council registrar. This is because there is insufficient evidence of fault, further investigation is unlikely to lead to a different outcome, and we cannot achieve the outcome Mr X wants.
The complaint
Mr X complained about the conduct of the Council’s registrar whilst registering the death of his wife, and that he wants the Registrar to be removed from duty.
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 further investigation would not lead to a different outcome, or we cannot achieve the outcome someone wants.
(Local Government Act 1974, section 24A(6), as amended, section 34(B).)
How I considered this complaint
I considered information provided by Mr X and the Council, and the Ombudsman’s Assessment Code.
My assessment
The Council has investigated, and identified where some improvements can be made to support bereaved families. The Council says it has spoken with the registrar, identified where further training will be provided to registrars, and apologised to Mr X for any distress he has experienced.
Although I recognise the distress Mr X experienced, these actions represent a suitable response and there is insufficient evidence of Council fault which would warrant us investigating.
Further investigation is unlikely to lead to a different outcome, and we cannot require the Council to take disciplinary action against or remove the registrar from their duties.
Final decision
We will not investigate this complaint. This is because there is insufficient evidence of fault, further investigation is unlikely to lead to a different outcome, and we cannot achieve the outcome Mr X wants.
Investigator's decision on behalf of the Ombudsman