Summary: We will not investigate this complaint about the Council’s alleged failure to properly record information about Mr X’s deceased relatives, amongst other complaint points. This is because an investigation would be unlikely to result in finding fault on the Council’s part.

The complaint

1. Mr X complained the Council has failed to properly record his deceased relatives.

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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:

• there is not enough evidence of fault to justify investigating, or
• any injustice is not significant enough to justify our involvement.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

5. Mr X complained to the Council that incorrect information was held regarding two of his deceased relatives on its systems. He also complained about a local crematorium’s lack of facilities and the Council’s decision to publish funeral order of services publicly.
6. The Council investigated and could not find evidence that Mr X’s relatives had been recorded incorrectly. The Council explained the crematorium’s waiting room was small but could be booked by appointment and offered basic welfare facilities. The Council also explained it displayed order of services publicly to ensure all visitors were aware of the proceedings.
7. Mr X referred his complaint to us. Having reviewed the evidence there is nothing to suggest the Council is at fault or that Mr X has suffered a significant personal injustice due to the Council’s actions. The Council is not required to provide vending machines or a specific number of chairs, as cited in Mr X’s complaint correspondence and there is no evidence it has recorded information about Mr X’s relatives incorrectly. An investigation would therefore be unlikely to lead to a finding of fault.

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Final decision

8. We will not investigate Mr X’s complaint because an investigation would be unlikely to result in finding fault on the Council’s part.

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Investigator's decision on behalf of the Ombudsman