Summary: Ms D complains about delay by the Council resolving an insurance claim. We have decided to end the investigation because Ms D’s case can be dealt with by an alternative organisation.

The complaint

1. The complainant (whom I refer to as Ms D) says the Council has failed to resolve an insurance claim.

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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 another body better placed to consider this complaint. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I have considered the information provided by Ms D. I shared my draft decision with both parties.

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What I found

4. Ms D complains about the Council’s handling of an insurance claim. The Financial Ombudsman Service can consider complaints about insurance claims and has the option to mediate with insurers. It is my view Ms D would be better placed to pursue her case with the Financial Ombudsman Service.

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Final decision

5. I have ended (discontinue) the investigation.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman