Summary: We will not investigate this complaint about the way the Council investigated verbal information provided by one of its officers during a meeting discussing Mrs B’s son. Any injustice caused to
Mrs B was remedied when the Council investigated her complaint. We could not add to the Council’s previous investigation. Further investigation would not lead to a different outcome.

The complaint

1. Mrs B complains about verbal information a Council shared during a meeting about her son. Mrs B said the information provided within the meeting was inaccurate and caused distress and caused her to worry about her son’s entitlement to welfare benefits. Mrs B wants the Council to provide a written apology and retract the statement. She also wants it to provide assurances her son’s welfare benefits will not be affected and feels it should make improvements.

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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:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome, or
• we cannot achieve the outcome someone wants.

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

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How I considered this complaint

3. I considered the information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. We will not investigate Mrs B’s complaint because we could not add to the previous investigation completed by the Council. When Mrs B complained to the Council, she detailed what the inaccurate information was, and which officer had said it. Mrs B provided information to show why the statement was inaccurate and confirmed what she felt the implications were for her son’s entitlement to welfare benefits.
6. The Council investigated the complaint and found its officer had not breached confidentiality but upheld Mrs B’s complaint on the basis the officer had provided inaccurate information during the meeting. The Council apologised to Mrs B for any distress caused and apologised on behalf of the officer. It said a senior member of staff would discuss the issue further with the officer in a formal meeting and act on any recommended action. It also said it would only share relevant and accurate information with the Department for Work and Pensions and other organisations or people when necessary.
7. The Council confirmed it would develop improved finance training for its officers and remind its officers that information shared in meetings must be accurate and factual. It also told Mrs B it would have better oversight and vigilance to ensure the written records of meetings are checked for accuracy before a final version is circulated.
8. We could not add to the investigation completed by the Council. Any injustice caused to Mrs B was remedied when it investigated her complaint. Further investigation would not lead to a different outcome.

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Final decision

9. We will not investigate Mrs B’s complaint because we could not add to the Council’s previous investigation. Further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman