Sandwell Metropolitan Borough Council (25 009 770)
Category : Environment and regulation > Cemeteries and crematoria
Decision : Closed after initial enquiries
Decision date : 21 Nov 2025
The Ombudsman's final decision:
Summary: We will not investigate Mrs X’s complaint about the Council’s handling of her complaint about the inscription on her father’s headstone. This is because there is not enough evidence of fault by the Council to justify an investigation.
The complaint
- Mrs X complains about a factually inaccurate inscription on her father’s headstone. She would like the Council to remove or amend it. She says it is causing her distress.
The Ombudsman’s role and powers
- 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 (Local Government Act 1974, section 24A(6), as amended, section 34(B))
- We consider whether there was fault in the way an organisation made its decision. If there was no fault in how the organisation made its decision, we cannot question the outcome. (Local Government Act 1974, section 34(3), as amended)
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mrs X complained the inscription on her father’s headstone is factually inaccurate and asked the Council to have it removed or amended. The Council contacted the registered owner of the right of burial. It asked them to consider amending the inscription, but they declined.
- The Council said it is not required by law or its own policy to confirm factual accuracy of inscriptions. We look at the process a Council followed to make its decision. If the Council followed its process correctly, we cannot question that decision even if a complainant disagrees with the decision made. I see no evidence of fault in how the Council reached its decision not to amend the inscription. The decision was made in line with its’ policy and legal duty.
Final decision
- We will not investigate Mrs X’s complaint because there is not enough evidence of fault.
Investigator's decision on behalf of the Ombudsman