Summary: We will not investigate this complaint about delays in the Council completing the statutory complaints process. This is because the Council has provided a suitable remedy in line with the Ombudsman guidance.

The complaint

1. Mr X complains about delays in the Council completing the statutory complaints process. He says this is affecting him and his children as the Council is delaying his children getting the support needed. Mr X wants the Council to speed up the process.

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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))
3. Under our information sharing agreement, we will share the final 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. Following Mr X’s complaint to the Council in February 2026, the Council considered at stage one of the statutory process the following month. Mr X requested escalation to stage two of the process on the 27 March 2026. As of July 2026, the complaint is still awaiting the appointment of an investigating officer. This is outside of the 65-working day statutory timescale, and the delay has caused Mr X frustration and distress.
7. We therefore asked the Council to remedy the injustice to Mr X by paying him £200 and begin a stage two investigation within one month of the final decision. The Council has agreed to complete these actions.

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Final decision

8. We will not investigate Mr X’s complaint because the Council has provided a suitable remedy which is in line with the Ombudsman’s guidance.

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Investigator's decision on behalf of the Ombudsman