Summary: We will not investigate this complaint about the Council’s complaints process as further investigation would not lead to a different outcome.

The complaint

1. Mrs X complained the Council failed to complete its complaints process. Mrs X felt the Council was not listening to her. Mrs X would like a phone call with the Council to discuss her complaint.

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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 further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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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. Mrs X complained to the Council about poor communication and inaccurate meeting minutes. The Council did not accept this as a complaint, instead referring the matter to be dealt with the service directly. The Council told Mrs X she would receive a call from the service manager.
6. Mrs X did not receive a call from the service manager in the following months.
7. Following our enquiries, the service manager has called Mrs X and amended the meeting minutes.
8. We will not investigate this complaint as further investigation would not lead to a different outcome.

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Final decision

9. We will not investigate Mrs X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman