Summary: We will not investigate this complaint about the Council’s handling of the children’s statutory complaints procedure. We are satisfied with the Council’s actions so have completed our assessment.

The complaint

1. Miss X complained the Council did not adhere to a previous recommendation by the Ombudsman to consider her complaint under stage two of the children’s statutory complaints procedure.
2. Miss X said this caused distress and left her complaint unanswered.
3. Miss X wants the Council to consider her complaint under stage two of the children’s statutory complaints procedure.

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The Ombudsman’s role and powers

4. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and s34H(1), as amended)

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How I considered this complaint

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

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My assessment

7. Miss X previously complained to the Ombudsman in 2025 about the Council’s failure to consider her complaint under the children’s statutory complaints procedure.
8. As part of our consideration of Miss X’s complaint, the Council agreed to put her complaint through stage two of the children’s statutory complaints procedure.
9. Miss X complained the Council had not done this and had stopped communicating with her about her complaint.
10. The Council provided evidence that it completed stage two of the children’s statutory complaints procedure within the timescale it had agreed in 2025. Miss X has confirmed she has been given the relevant documents.
11. We will not investigate this complaint. We are satisfied with the Council’s actions and so have completed our assessment.

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Final decision

12. We will not investigate Miss X’s complaint because we are satisfied with the actions the Council have taken.

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Investigator's decision on behalf of the Ombudsman