Summary: We will not investigate this complaint about the Council’s involvement in Mr X’s mother’s case. There is insufficient evidence that any fault by the Council caused an injustice.

The complaint

1. Mr X complained about the Council’s involvement in his mother’s (Mrs Y’s) case. He says it did not provide a service and then lied to cover up the issues. He says the Council also recorded his mother’s name incorrectly and held duplicate records. He says his father has suffered a stroke due to the stress of the matter. He wants an independent investigation and answers.

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The Ombudsman’s role and powers

2. 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.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

3. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

4. I considered information provided by the complainant.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X’s mother, Mrs Y, was referred for an urgent assessment in late 2023. This was because Mr X’s father, who was Mrs Y’s main carer, was admitted to hospital and so could not provide her care.

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Final decision

7. We will not investigate @’s complaint because @

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Investigator's decision on behalf of the Ombudsman