Summary: We will not investigate this complaint about the Council’s involvement with Mr X’s family. There is not enough evidence of fault to justify investigating.

The complaint

1. Mr X complained the Council made a series of failures in its investigation and intervention with his children. He said that the errors have affected his children, and their relationships with family members. He would like the Council to apologise, take disciplinary action against staff members involved, review evidence and decisions made.

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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 there is not enough evidence of fault to justify investigating. (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 Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X complained about the actions of the Council during its involvement with his family. Mr X specifically said the Council acted with bias, failed to investigate properly and did not take his information into account.
6. In its complaint response, the Council apologised for a delay in contacting Mr X. The Council also explained why Mr X had been contacted by two social workers and clarified their different roles. The Council also acknowledged that Mr X disagreed with the social worker’s assessment and agreed to note his disagreements on file.
7. Mr X said he wanted the Council to include staff training on parental alienation. In its complaint response, the Council said that regular training was provided to staff members in relation to allegations and effective communication. In response to Mr X’s allegation of gender bias, the Council said that equality and diversity training is completed by all staff members within the team.
8. The Council advised Mr X that it could not assist him with some parts of his complaint, and signposted him to appropriate routes.
9. We will not investigate this complaint because there is not enough evidence of fault by the Council to justify an investigation. The Council apologised for delays in contacting Mr X and provided an explanation. It also agreed to update its records to reflect Mr X’s disagreement with social worker’s assessments.
10. Mr X also complained the Council did not adhere to its complaints procedure. It is not a good use of public resources to investigate complaints about complaint procedures, if we decide not to deal with the substantive issue.

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Final decision

11. We will not investigate Mr X’s complaint because there is not enough evidence of fault to justify investigating.

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Investigator's decision on behalf of the Ombudsman