Summary: We will not investigate Mrs X’s complaint about the Council’s communication. This is because there is not enough evidence of fault to justify an investigation.

The complaint

1. Mrs X complains the Council acted unreasonably by sending her a warning letter. She says the letter was unclear and the Council ignored her appeal. She would like the warning rescinded.

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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 not enough evidence of fault to justify investigating (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council wrote to Mrs X. It said she asked for free birth certificates on three occasions. It explained why it would not provide the birth certificates without charge. It said if she asked again, it may not respond and it may decide to treat her contact under its Managed Contacts policy. It gave Mrs X a copy of the policy and information about reasonable adjustments.
6. I will not investigate this complaint as it is unlikely that we would find fault. The Council did not act under its Managed Contacts policy. It told Mrs X it might act if she continued to ask for free birth certificates.

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Final decision

7. We will not investigate Mrs X’s complaint because there is insufficient evidence of fault.

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Investigator's decision on behalf of the Ombudsman