Summary: We will not investigate this complaint about the Council’s complaint handling. This is because the injustice to the complainant is not significant enough to warrant investigation.

The complaint

1. Ms X complains the Council failed to properly consider her complaint in accordance with its published complaints procedure. She says this caused her stress, frustration and anxiety particularly given her disability.

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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 any injustice is not significant enough to justify our involvement, (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. I also considered the Ombudsman’s Assessment Code.

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Final decision

4. We will not investigate Ms X’s complaint because any injustice caused to her is not significant enough to justify our involvement.

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Investigator's decision on behalf of the Ombudsman