Summary: We will not investigate this complaint about the Council’s failure to notify the complainant of the correct date for a funeral. This is because the Council will make a symbolic payment of £500.

The complaint

1. The complainant, Ms X, says the Council did not give her the correct date for a funeral of a close relative. She realises the damage cannot be undone but would like compensation.

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The Ombudsman’s role and powers

2. 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 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

3. I considered information provided by Ms X and the Council. This includes the complaint correspondence. I also considered our Assessment Code and our guidance on remedies.

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My assessment

4. The Council was involved in the funeral arrangements for a close relative of Ms X. Unfortunately, it gave Ms X the wrong date for the funeral. Ms X did not find out until after the funeral had been conducted. Ms X missed the funeral and says this had a profound impact on her and other family members.
5. The Council immediately apologised and accepted it had given her the wrong date. As soon as it realised what had happened it tried to stop the funeral but it was too late. The Council offered to arrange another ceremony but Ms X felt this offer was insensitive and she declined. The Council said it would make changes to stop the error being repeated.
6. I asked the Council to make a symbolic payment of £500 in recognition of the distress caused to Ms X. The Council agreed.
7. No amount can make up for missing such an important event but, as the incident cannot be reversed, this symbolic payment may help as it is an acknowledgement of the distress and impact on Ms X. The payment is consistent with our recommendations for remedies and, as the Council has agreed, there is no need to start an investigation. In reaching this view I have taken into account that the Council apologised and will take steps to stop the mistake happening again.

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Final decision

8. We will not investigate this complaint because the Council has agreed to make a symbolic payment.

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Investigator's decision on behalf of the Ombudsman