Summary: We will not investigate this complaint about the actions of the Council’ adult social care department. Further investigation would not lead to a different outcome, and there is another body better placed to consider parts of the complaint.

The complaint

1. Mrs X complained about how her mother, Mrs Y was treated by Council staff. She said this has made Mrs Y anxious and upset. She would like the Council to arrange for a staff member to be retrained, and for Mrs Y to have a new social worker.

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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:

• further investigation would not lead to a different outcome, or
• there is another body better placed to consider this complaint, or

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

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How I considered this complaint

3. I considered information provided by Mrs X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mrs X complained the Council had ignored an email asking for an alternative date for a visit. In its complaint response, the Council apologised for missing an email about the visit.
6. Mrs X said a staff member used language which was confusing to Mrs Y. In its complaint response, the Council said that a staff member had not intended to cause confusion and apologised for any distress caused.
7. Mrs X complained the Council had not taken enough action in response to reports of missing money. In its complaint response, the Council referred to the separate police investigation and safeguarding enquiry about these matters. The Council said it did not have the legal authority to investigate further in the absence of new information.
8. We will not investigate this complaint because further investigation would not lead to a different outcome. The Council provided a response to each of Mrs X’s concerns about how her mother had been treated. It apologised for not rearranging a visit in April 2025, and for any distress caused by language used by staff members. It also confirmed that Mrs Y had a new social worker.
9. The Ombudsman cannot investigate whether social workers are meeting their professional standards of conduct. Complaints of this nature should be referred to the social workers’ professional body, Social Work England.

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Final decision

10. We will not investigate Mrs X’s complaint because further investigation would not lead to a different outcome, and there is another body better placed to consider parts of the complaint.

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Investigator's decision on behalf of the Ombudsman