Summary: We will not investigate this complaint about a Council Commissioned Adoption Agency’s handling of the adoption assessment. The complaint is late, and Social Work England is better placed to consider concerns about a Social Worker’s professionalism.

The complaint

1. Ms X complains about the Council’s Commissioned Adoption agency. She says she was subjected to bullying and homophobia whilst proceeding through the adoption process. This led her to withdraw from the process and Ms X says it has had a lasting impact on her life.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
3. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)
4. 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:

• further investigation would not lead to a different outcome, or
• there is another body better placed to consider this complaint.

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

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How I considered this complaint

5. I considered information provided by the complainant and the Council.
6. I considered the Ombudsman’s Assessment Code.

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My assessment

7. Ms X began the adoption process in March 2022 with a Council Commissioned Adoption Agency. She proceeded through the assessment process before deciding to pause her application in September 2022.
8. In November 2025, Ms X complained to the Council about the process, she said questioning was intrusive, lacked trauma‑informed practice, and the Social Worker was biased and unprofessional. She said management dismissed her concerns and the experience caused long‑term emotional harm.
9. The Council acknowledged the complaint but said it would not consider it because it was made more than 12 months after the events. This is a decision it was entitled to make.
10. We will not investigate this complaint because it is late and whilst I appreciate Ms X found the process distressing. Our enquiries show Ms X raised several concerns during the assessment process and the agency addressed them through process changes, staff reflection, and training. If Ms X was unhappy with this resolution, I see no good reason why she could not have complained to us sooner.
11. Additionally, If Ms X remains concerned about the Social Worker’s conduct, Social Work England is the appropriate body to consider those concerns.

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Final decision

12. We will not investigate Ms X’s complaint. This is because it is late and there is another agency better placed to consider matters about a Social Worker’s professionalism.

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Investigator's decision on behalf of the Ombudsman