Summary: We have upheld Ms X’s complaint because the Council delayed considering her complaint at stage two of the children’s statutory complaints procedure. The Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Ms X.

The complaint

1. Ms X complains about how the Council’s children’s services dealt with child protection matters involving her family.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
3. Under our information sharing agreement, we will share this decision with the Office for Standards in Education, Children’s Services and Skills (Ofsted).

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How I considered this complaint

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

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My assessment

6. Ms X escalated her complaint to stage two of the statutory complaints procedure in March 2025, but is yet to receive a response.
7. If we were to investigate this complaint, it is likely we would find fault. This is because there has been a delay in the Council completing its stage two investigation, causing Ms X distress in the form of uncertainty and frustration.
8. We therefore asked the Council to complete its investigation within one month, apologising to Ms X for the delay and pay her £300 to remedy the injustice this caused. To its credit, the Council agreed.

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Final decision

9. We have upheld this complaint. The Council has agreed to resolve the complaint early by providing an appropriate remedy.

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Investigator's decision on behalf of the Ombudsman