Summary: We cannot investigate Mr X’s complaint that the Council gave him incorrect information during a telephone call. Mr X has been aware of the matters he complains about for over 12 months and he has provided no good reason why he did not complain earlier. Therefore, the complaint is late.

The complaint

1. Mr X complains the Council gave him confusing and incorrect information during a telephone call in March 2023.
2. He wants compensation for the distress he says this caused him.

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The Ombudsman’s role and powers

3. We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended)

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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. Mr X’s wife requires social care. In March 2023, Mr X telephoned the Council for advice about whether it would take their property into account when calculating Mrs X’s financial contribution towards her care costs.
7. Following the call, Mr X complained to the Council. The Council listened to the call and said the advice provided was confusing. It apologised to Mr X.
8. We cannot investigate this complaint. That is because Mr X has been aware of the matters he complains about for around 20 months and I can see no good reason why he did not complain earlier.

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Final decision

9. We will not investigate Mr X’s complaint because it is late.

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Investigator's decision on behalf of the Ombudsman