Summary: We will not investigate Mr X’s complaint about the Council’s complaint handling. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate.

The complaint

1. Mr X complains the Council has failed to respond to his complaint in a timely manner despite his numerous attempts to get an update. He wants the Council to respond to his complaint. The substantive issues raised in Mr X’s complaint are matters that we have previously considered and concluded fall outside of our jurisdiction.

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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 effect 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 an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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Final decision

5. We will not investigate Mr X’s complaint about the Council’s complaint handling in isolation when we cannot investigate the substantive matter he complained about previously.

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Investigator's decision on behalf of the Ombudsman