Summary: We will not investigate this complaint about delay in the Council’s administration of the children’s statutory complaints procedure. We are satisfied with the action the Council proposes to take to address Mr X’s complaint.

The complaint

1. Mr X complains the Council has delayed in providing him a response at stage two of the statutory children’s complaint procedure. Mr X says this has caused him stress and uncertainty as he is unable to progress his complaint.
2. Mr X wants the Council to complete the stage two investigation without delay and consider a remedy for the frustration caused.

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The Ombudsman’s role and powers

3. 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)

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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. Mr X requested to escalate his complaint to stage two of the children’s statutory procedure in March 2026. Statutory timescales made the Council’s response due in June 2026.
7. Mr X complained to us in August 2026 that he had yet to receive a stage two response.
8. We invited the Council to remedy Mr X’s complaint. To its credit, it has agreed to action our proposal.

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Agreed actions

• Provide Mr X with the Council’s stage two complaint response.
• Pay Mr X a symbolic payment of £200 for distress caused by the delay.

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Final decision

9. We will not investigate Mr X’s complaint because we are satisfied with the action the Council proposes to take to address Mr X’s complaint.

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Investigator's decision on behalf of the Ombudsman