Summary: Ms X complains about the way her complaint has been considered by the Council. The Ombudsman will not investigate this complaint because the Ombudsman will not investigate a complaint about a complaints process where the substantive complaint is not to be investigated.

The complaint

1. Ms X complains about the way her complaint has been considered by the Council.

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The Ombudsman’s role and powers

2. It is not a good use of public resources to investigate complaints about complaint procedures, if we are unable to deal with the substantive issue.

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How I considered this complaint

3. I have considered the comments of the complainant and the complainant was given an opportunity to comment on the differences between her new complaint and a previous one considered by the Ombudsman.

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What I found

4. Ms X had previously complained to the Ombudsman about her Universal Credit and housing benefit. The Ombudsman declined to investigate as Universal Credit is out of jurisdiction and any dispute about housing benefit can be appealed to a tribunal.
5. Ms X now complains about the way the Council has considered her complaint through their complaints procedure.
6. The Ombudsman would not investigate a complaint where the substantive matter was not to be investigated (see para two above). As the Ombudsman cannot investigate her substantive complaint, he will not investigate her complaint about the complaints procedure.

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Final decision

7. The Ombudsman will not investigate this complaint as it is not a good use of resources to investigate a complaints procedure in isolation.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman