Signposting to the Ombudsman

We expect councils and authorities to signpost to us, even if they have declined to accept a complaint. More information about this can be found in our Complaint Handling Code and accompanying information.

Councils and authorities should refrain from commenting on what issues the Ombudsman can investigate. That is a matter for the Ombudsman to decide. However, we understand that organisations may wish to manage complainant expectations and so we have information on our website about what we can investigate that organisations can refer complainants to without comment.

Complaints following an internal review or appeal

We would not normally expect complainants to go through a review process AND a complaints procedure in succession. Therefore, where a complainant has a right of appeal about a decision or action taken by a council (whether set out in law or as part of a council’s own internal procedures) we consider this constitutes the council’s final response. These would include, for example, complaints about Blue Badge refusals, school transport, school admissions and appeals, and – in some cases – local welfare scheme applications.

Our role, in investigating complaints such as these, is to consider how an organisation dealt with the appeal, rather than act as a further appeal mechanism.

Recommended text for final responses and complaint procedures

Recommended text for final complaint or appeal/review responses

This is our final response to your complaint/ appeal. You may now complain to the Local Government and Social Care Ombudsman. The Ombudsman is not a further appeal. It looks at whether public bodies have followed the right steps when taking action or reaching a decision.

The Ombudsman decides whether it can and should investigate complaints. For example, the Ombudsman may decide not to investigate your complaint if you have not been significantly personally affected by the issue you are raising. You can find out more information about what complaints the Ombudsman may consider on its website. 

If you wish to raise your complaint with the Ombudsman you can find out more information about how to do so below:

Website: https://www.lgo.org.uk/how-to-complain

Telephone: 0300 061 0614

Recommended text for complaints procedures

If you have been through all stages of our complaints process, you can ask the Local Government and Social Care Ombudsman to consider your complaint.

The Ombudsman has issued a Complaint Handling Code which sets out advice and guidance for councils on how to handle complaints. You can find more information about this on the Ombudsman’s website (Complaint Handling Code - Local Government and Social Care Ombudsman).

The Ombudsman investigates complaints in a fair and independent way - it does not take sides. It is a free service.

The Ombudsman expects you to have given us a chance to deal with your complaint, before you contact them. 

About the Ombudsman

The Local Government and Social Care Ombudsman looks at individual complaints about councils and some other organisations providing local public services. It also investigates complaints about all adult social care providers (including care homes and home care agencies) for people who self-fund their care. There are some limits on what the Ombudsman can look at. For example, the Ombudsman may not consider your complaint if you have not been significantly personally affected by the issue you are raising, or if you have a right of appeal to a court or tribunal. 

Contact

Website: www.lgo.org.uk
Telephone: 0300 061 0614

You can also download a version of this wording in Easy Read (pictures and words) format .