Summary: We will not investigate this complaint about the Council’s decision about direct payments for Mr X. This is because the complaint is late and there is no good reason to look at it now.

The complaint

1. Mr X complains the Council ended direct payments for his care in July 2024, when it decided his care needs had changed.
2. Mr X says the Council’s decision caused financial and emotional distress and is seeking payment for a period of time between July and September 2024.
3. The complaint was raised with this office in November 2025.

Back to top

The Ombudsman’s role and powers

4. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect 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 an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
5. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)

Back to top

How I considered this complaint

6. I considered information provided by the complainant and the Council.
7. I considered the Ombudsman’s Assessment Code.

Back to top

Final decision

8. We will not investigate Mr X’s complaint because it is late and there are no good reasons to look at it now.

Back to top

Investigator's decision on behalf of the Ombudsman