Summary: We will not investigate this complaint about the content of a feedback report following an adoption preparation course. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. There is not enough evidence of fault and it is unlikely we could add anything to the Council’s response. We also cannot achieve the outcome the complainant wants.

The complaint

1. The complainant, whom I shall refer to as Mrs X, is unhappy with the content of a feedback report completed after Mrs X and her husband attended an adoption preparation course. Mrs X says the feedback was not constructive or informative. Mrs X wants the Council’s policy changed and the feedback amended.

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The Ombudsman’s role and powers

2. The Ombudsman investigates 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 may decide not to continue with an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• 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))

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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. In its responses to Mrs X’s complaints the Council said it was sorry about the way the feedback had affected her. It said Mrs X had not been treated any differently to the other adopters on the course. The Council also pointed out the positive feedback given to Mrs X.
6. We will not start an investigation into Mrs X’s complaint. The role of the Ombudsman is to look for administrative fault. We cannot question decisions which have been properly taken. Without fault in the decision-making process, we cannot question the professional judgment of council officers or intervene to substitute an alternative view.
7. It is clear Mrs X disagrees with the content of the report. But it reflects the views of the course’s trainers and they have explained their comments. There is not enough evidence of fault and it is unlikely we could add anything to the Council’s response. We cannot question the content of the report or ask that it be changed. We cannot therefore achieve the outcome Mrs X wants.
8. An investigation by the Ombudsman is not warranted.

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Final decision

9. We will not investigate Mrs X’s complaint. There is not enough evidence of fault and it is unlikely we could add anything to the Council’s response. We cannot achieve the outcome Mrs X wants.

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Investigator's decision on behalf of the Ombudsman