Summary: We will not investigate this complaint about the Council’s decision to block Mr X’s direct payment account. This is because there is not enough evidence of fault to warrant our involvement.

The complaint

1. Mr X complained the Council blocked his direct payment account. He said he could not pay his care assistants. He said he tried to speak to the Council, but did not receive any help. He wants his account to unblocked so he can pay for his care.

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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. (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 the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X complained the Council blocked his direct payment account. In its complaint response the Council said it blocked the account after a financial appraisal identified activity that required further investigation. It said Mr X had not paid his assessed contributions in 2022/2023 and 2023/2024.
6. It said it informed Mr X that the account had been blocked by email and asked him to provide invoices directly to the Council so his care could continue. After Mr X provided the evidence the Council requested, it unblocked the account.
7. We will not investigate this complaint. The Council explained its reasons to Mr X as to why it blocked his direct payment account. It asked for invoices as an alternative option to ensure his care continued. When the Council spoke to Mr X it recorded that he acknowledged he received the email regarding the decision to block the account. There is not enough evidence off fault to warrant our involvement.

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Final decision

8. We will not investigate Mr X’s complaint because there is not enough evidence of fault to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman