Summary: We will not investigate Mr X’s complaint about a social media post and the Council’s decision to refuse to investigate his complaint under the complaint procedure. We have not seen enough evidence of fault with the Council’s actions to justify an investigation.

The complaint

1. Mr X complains about the content of a social media post published by the Council. He said the post caused him distress and concern as a member of the public.
2. Mr X also complains the Council refused to investigate his complaint about the social media post through its formal complaints procedure.

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The Ombudsman’s role and powers

3. 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

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

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My assessment

6. We will not investigate Mr X’s complaint because we have not seen enough evidence of fault with the Council’s action to justify a further investigation.
7. The Council explained it will not investigate his complaint under the formal complaint procedure. It said his complaint is not about a service it provides to him.
8. However, the Council also said his concerns about the social media post will be looked at by senior managers who will respond directly to him.

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Final decision

9. We will not investigate Mr X’s complaint because we have not seen enough evidence of fault to justify an investigation.

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Investigator's decision on behalf of the Ombudsman