Summary: We will not investigate this complaint about how the Council communicated with service users following a cyber-attack. Further investigation would not lead to a different outcome.

The complaint

1. Mr X complained about the Council’s communication following a cyber-attack. He said the cyber-attack left him unable to contact the company that provides his occupational therapy (OT) equipment. He said the Council did not write to service users about the cyber-attack for 11 days.

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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:

• any injustice is not significant enough to justify our involvement, or
• further investigation would not lead to a different outcome.

(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. We will not investigate Mr X’s complaint about the Council’s communication following the cyberattack. The cyberattack may have been frustrating for Mr X, however there is nothing to suggest his care needs were not met during this period. Although Mr X could not contact the company that provided his OT equipment, he could contact the Council. Therefore, any injustice is not significant enough to justify our involvement.
6. In addition, in its complaint response, the Council apologised for any delays telling service users about the cyber-attack. It confirmed it had implemented new processes following the incident. It also apologised for not calling Mr X to discuss his complaint before responding. The Council has made improvements to how it deals with cyber-attacks and apologised to Mr X for any failings. Further investigation by the Ombudsman will not lead to a different outcome.

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Final decision

7. We will not investigate Mr X’s complaint because further investigation will not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman