Summary: We will not investigate this complaint about the Council’s arrangements for dealing with complaints. We consider an investigation will not lead to a different outcome.

The complaint

1. Miss X complains about the Council’s arrangements for dealing with complaints. She says it is poor customer service to require individual complaints to be made to specific departments.
2. Miss X also complains the Council failed to investigate a report she made earlier this year about anti-social behaviour.

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The Ombudsman’s role and powers

3. 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 further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

6. The Council’s website explains that each complaint must address individual concerns to ensure each department can effectively manage and address the concerns specific to their areas.
7. I understand Miss X considers this poor customer service. However, the Council is entitled to set out how it will deal with the complaints it receives. It is also possible to select a ‘multiple services’ option when making a complaint on its website. The Council website confirms customers can contact it by telephone and in writing, with assistance available at its libraries.
8. I understand Miss X is not satisfied with the Council’s complaint arrangements however, the Council is entitled to set out how it will deal with complaints about its services.
9. Miss X also complains the Council failed to deal with a report of anti-social behaviour she made earlier this year. It is open to her to make complaint to the relevant service about this.

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Final decision

10. We will not investigate Miss X’s complaint because we do not consider that an investigation would lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman