The Ombudsman's final decision
Summary: We will not investigate this complaint about Ms X’s contact with the Council. This is because further investigation would not lead to a different outcome.
The complaint
Ms X complained that a Council officer was unprofessional in their contact with her. She said they did not take account of her circumstances. Ms X said this caused her distress which led to inconvenience.
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 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.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X said that the officer called her at an inconvenient time, failed to realise her distress and didn’t explain reason for the call or support that could be offered.
The Council have investigated the matter and said it considered evidence about her call. It also explained to Ms X the role the officer was carrying out and it also apologised for any distress it caused her.
I will not investigate Ms X’s complaint because the Council have already investigated, and further investigation would not lead to a different outcome.
Final decision
We will not investigate Ms X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman