Summary: We will not investigate Mr X’s complaint about the actions of one of the Care Provider’s employees, This is because the matter complained about has not caused Mr X any significant personal injustice which is serious enough to warrant an investigation. Also a further investigation by this office could not add to the response the Care Provider has already given on the matter.

How I considered this complaint

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

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My assessment

6. Mr X complained to the Care Provider raising concerns about the actions of one of its employees towards service users.
7. Mr X does not receive any services from the Care Provider himself and he does not have consent to complain on behalf of any service users.
8. Mr X initially complained anonymously and so no direct response was due by the Care Provider. Mr X later made a complaint in his name and the Care Provider responded to Mr X directly. In its response, the Care Provider confirmed it had investigated and addressed the concerns he had raised and had taken appropriate action in line with its policies and procedures. It explained it was unable to share any further details with Mr X due to the General Data Protection Regulations. It signposted Mr X to this office if he was dissatisfied with its response.
9. We will not investigate Mr X’s complaint. This is because the matter complained about has not caused Mr X any significant personal injustice which is serious enough to warrant an investigation by this office. Further to this, an investigation by this office could not add to the response already provided by the Care Provider because Mr X is not entitled to any further information.
10. Whilst Mr X raised concerns relating to service users he does not act as their representative and he does not have their consent for any information to be shared with him. The information the Care Provider can provide Mr X with is very limited.
11. In response to our initial enquiries the Care Provider explained why the complaint response took longer than expected. This is confidential information which cannot be shared with Mr X. It also provided information about the action taken in response to Mr X’s complaint. Again, this is confidential information which cannot be shared with Mr X. It also cannot share any information in relation to any disciplinary action taken following the complaint. Such matters are confidential to the employee. I am satisfied the Care Provider took suitable action in response to the concerns raised in Mr X’s complaint.

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Final decision

12. We will not investigate Mr X’s complaint because the matter complained about has not caused Mr X any significant personal injustice and there is nothing further we could add to the response the Care Provider has already given Mr X.

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Investigator's decision on behalf of the Ombudsman