Summary: The Ombudsman will not investigate Ms X’s complaint about the Council’s alleged failure to respond to her request for information. This is because the Information Commissioner’s Office is better placed to consider her complaint.

The complaint

1. Ms X complains the Council has not responded to her request for information about her grandmother’s care placement.

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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 must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we believe there is another body better placed to consider this complaint. (Local Government Act 1974, section 24A(6), as amended)
3. We normally expect someone to refer the matter to the Information Commissioner’s Office (ICO) if they have a complaint about data protection or access to information. However, we may decide to investigate if we think there are good reasons. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

4. I considered Ms X’s complaint to the Ombudsman and the information she provided. I also gave Ms X the opportunity to comment on a draft statement before reaching a final decision on her complaint.

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What I found

5. Ms X complains about the Council’s alleged failure to respond to her requests for information. Ms X says she has chased the Council several times but has still not received a response.
6. The ICO is the UK’s independent authority set up to uphold information rights. It promotes openness by public bodies and protects the privacy of individuals. It deals with complaints about public authorities’ failures to comply with data protection legislation. This includes not disclosing information someone is entitled to.
7. There is no charge for making a complaint to the ICO, and its complaints procedure is relatively easy to use. Where someone has a complaint about access to information, the Ombudsman usually expects them to bring the matter to the attention of the ICO. This is because the ICO is in a better position than the Ombudsman to consider such complaints. It can decide if the Council has failed to disclose information Ms X is entitled to. It has much wider powers to act if it finds the Council has not acted appropriately as a data controller. Ms X should therefore approach the ICO about her concerns.

Final decision

8. The Ombudsman will not investigate Ms X’s complaint. This is because the Information Commissioner’s Office is better placed to consider her complaint.

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Investigator's decision on behalf of the Ombudsman