Summary: We will not investigate this complaint about the conduct of a social worker because further investigation would not lead to a different outcome.

The complaint

1. Ms X complains about the conduct of her mother’s social worker during a meeting. She also complains about the Council’s handling of her complaint.

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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 and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X says her mother’s social worker did not consider her views and was rude to her in a meeting. The Council investigated and did not uphold her complaint. There are no independent witnesses and so we could not add anything to the Council’s investigation. And given the Council has since allocated a new social worker and taken action to improve its service, I consider further investigation would not lead to a different outcome.
6. It is not a good use of public resources to investigate complaints about the Council’s complaint handling where we are not investigating the substantive issue.

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Final decision

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

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Investigator's decision on behalf of the Ombudsman