Summary: We will not investigate this complaint about the way the Council dealt with a complaint about an officer. We do not consider that further investigation will lead to a different outcome. Also we cannot require the Council to discipline the officer which is the outcome the complainant is seeking.

The complaint

1. Mrs X complained the Council’s Registrar lacked compassion or customer service skills. She is not satisfied with the Council’s response and wants disciplinary action taken against the Officer and for the bereavement team to receive training.
2. Mrs X also has concerns about the attitude of the person who took her complaint over the telephone.

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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, or
• we cannot achieve the outcome someone wants.

(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 Mrs X.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. The Council confirms it has interviewed the Registrar twice following Mrs X’s complaint. It says the Officer’s recollection of the appointment is different to Mrs X’s. The Council also confirms:
• it has spoken to its staff including the Officer concerned, reminding them of the requirement to act professionally and empathetically
• it has recorded Mrs X’s concerns which will form an historical record should it receive similar complaints
• it provides training and support for staff dealing with difficult situations; and
• Mrs X can make a formal complaint against the Officer.

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Final decision

7. We will not investigate Mrs X’s complaint because:
• we do not consider that further investigation would lead to a different outcome; and
• we cannot require the Council to take disciplinary action against the Registrar.

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Investigator's decision on behalf of the Ombudsman