Summary: We will not investigate this complaint about poor communication from adult social care services. The Council has accepted fault and acknowledged the impact on the complainant by an apology and payment. We are satisfied with the actions the Council has taken.

The complaint

1. Ms C says the Council involved too many staff members and different departments, and communication became unclear. The Council failed to send information at the relevant time. Ms C has had time, trouble and cost chasing the Council for information and explanation. Ms C says it caused her distress and impacted on her health and work. Ms C wants an apology, compensation, and improved service.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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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.
5. I considered the Ombudsman’s ‘Guidance on remedies.’

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My assessment

6. The Council has accepted failures in communication which has caused Ms C anxiety and distress. Ms C says it also cost her an extra £40 in mobile phone costs. The Council has apologised to Ms C for the impact of its fault and has paid £250.

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Final decision

7. We will not investigate Ms C’s complaint because we are satisfied with the actions the Council has taken in response to Ms C’s complaint. It is unlikely an Ombudsman investigation would achieve anything further.

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Investigator's decision on behalf of the Ombudsman