Summary: We will not investigate Mr X’s complaint about errors in Council invoicing. This is because the Council has already amended its practice to try to prevent recurrence of the fault. Further investigation by us would not lead to a different outcome.

The complaint

1. Mr X complains the Council sent him a reminder for an invoice that he had never received. He says this is a recurrent error in the Council’s invoicing system, which has not improved despite the Council previously agreeing to improve its processes. He says the errors cause frustration and distress. He wants the Council to improve its invoicing system to ensure it sends him accurate invoices.

Back to top

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))

Back to top

How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. Mr X’s son, Mr Y receives adult social care services. Mr X manages the financial arrangements for this on Mr Y’s behalf.
6. In its response to Mr X’s complaint, the Council acknowledged the invoicing error. It said following his previous complaint, it had amended its practice. Following this further complaint, it had amended its process again. It had now added an additional check on Mr X’s invoices before they were sent out, to help prevent further errors.
7. We should not investigate this complaint. Following his complaint, the Council has already reviewed and amended its process to try and prevent recurrence of the fault. We could not achieve more than this and further investigation by us would not lead to a different outcome.

Back to top

Final decision

8. We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman