Summary: We will not investigate this complaint that the Council delayed considering an insurance claim for damage to property. Further investigation would not lead to a different outcome.

The complaint

1. X complains that the Council delayed considering an insurance claim for damage to their property.

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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 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

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

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My assessment

5. The Council upheld X’s complaint. It apologised for the delays in dealing with their claim and said what it had done to avoid the same issues occurring again. It has since processed X’s insurance claim.
6. I will not investigate X’s complaint. This is because the actions taken by the Council are appropriate and proportionate and in line with what we would expect to see. Therefore, further investigation by the Ombudsman would not lead to a different outcome.

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Final decision

7. We will not investigate X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman