Summary: We will not investigate Ms X’s complaint about the conduct of a Council officer, or about delays in the Council’s complaints process. The Council said it reminded staff about appropriate language and apologised for the delays. An investigation is unlikely to achieve any other outcome.

The complaint

1. Ms X complained:
• about the conduct of a Council officer. Ms X said the officer used inappropriate language towards her; and
• about delays in the Council’s complaints process.
2. Ms X said the matter caused her distress and frustration.

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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:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome, or
• there is no worthwhile outcome achievable by our investigation.

(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 the complainant and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. We will not investigate Ms X’s complaint about comments made by a Council officer. This is because, in its complaint response, the Council said it had investigated the matter, but determined there was insufficient evidence to support Ms X’s assertion. However, it said it had reminded its staff about appropriate conduct. An investigation into this matter is unlikely to result in a different outcome, and so we will not investigate this complaint.
7. We will not investigate Ms X’s complaint about delays in the complaints process. In its complaint responses the Council acknowledged the delays and apologised. An investigation is unlikely to achieve a different outcome, and so we will not investigate this complaint.

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Final decision

8. We will not investigate Ms X’s complaint because an investigation is unlikely to achieve a different outcome.

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Investigator's decision on behalf of the Ombudsman