Council Service Complaint/Ombudsman

Retired_at_55

This is perhaps a vent but if it is better in another forum would someone please move it?


Basically, following a legitimate complaint, Council staff 'closed rank' and have effectively discredited the 'truth' of the complaint - Stage I not upheld. The staff have successfully 'twisted' things to mean something different. It is very difficult indeed, but not completely impossible, to prove. 'They' believe their staff (plural) interpretation and not the one complainant. It seems odd that Council Staff are themselves investigating a complaint about a Council Department - albeit possibly from a different department.



With Complaint Stage II (not attempted yet) likely to have the same unsatisfactory outcome, does anyone have experience about The Ombudsman service?



Is The Ombudsman likely to believe the Council staff members against one member of the public who has a legitimate complaint not upheld because of, virtually but not totally impossible to prove, staff who have closed rank?


The Council are not likely to admit that they have given wrong and detrimental information on a number of occasions (subsequently denied) and, as a result, an honest complaint has not been upheld. They seem to be so powerful.



Any opinions or experiences will definitely help as it is like being up agains a brick wall, thanks in advance.


Retired at 55

tempus_fugit

We'll probably need some detail of the complaint in order to comment.

Retired_at_55

Thanks Tempus. They said a letter was on its way to me which I would find helpful, confirming the information given, then said it had been delayed but was coming and finally said a letter was not being sent and said they did not agree to send a letter at all. It was concerning confirming information which, on the strength of information confirmed verbally, I acted on - in good faith.

It 'backfired' and they denied what several of their staff had said. In addition to this I was concerned because they 'twisted' words to make it sound as if I had misunderstood. They said they never said I would receive a letter - and I had no proof.

I spoke to two separate staff members (and two others whose details I cannot remember now) before acting on the information I had been given. Not positive 'proof' but I remembered the staff names of two and was able to check my telephone billing log for dates, times and duration of the calls.

I am not out of pocket and not looking for any money. I would like acknowledgement that they gave wrong information which, by acting on it in good faith, makes it look as if I had lied to three separate 'third parties.' It also wasted a lot of my time and inconvenienced others too.

I'm concerned about being too specific but, at risk of being harsh, their attitude, in response to the complaint, was dismissive and almost cavalier. I have learned a lesson - but feel disappointed that Council staff can do this - it seems so unfair.

I wasted the valuable time of others as well as my own time and effort. Again - I have learned, have probably been naive and won't do this again. Without there being financial loss I have been made to look bad and feel very embarrassed about it. I wonder if Stage II would be a waste of time or if, later, The Ombudsman, given the circumstances, would not be able to help. By getting away with this the Council staff will probably to do this sort of thing to others and not be held responsible or in any way accountable.

I personally have no doubt that they know I am telling the truth - but they are closing rank - probably to protect themselves at my expense.

I am sorry I don't feel able to give full details. Thanks, Tempus.


Retired at 55

BoGoF

If you can't give details then I don'y think anyone here can comment. All we are getting is how you feel you have been treated and your version of events.....not the facts.

Bottom line is if you have nothing in writing or any other evidence then your complaint is weak.

pramsay13

It sounds a bit like he said, she said.

If you feel you have a legitimate complaint and have exhausted the council complaints procedure you might be able to get the local government ombudsman to look into it:
https://www.gov.uk/understand-how-your-council-works/make-a-complaint

Retired_at_55

I understand. Although I know I an telling the truth and I am being lied to - without concrete proof, pursuing the complaint to Stage II would be futile.

Thank you for taking time to reply.

Retired_at_55

I duplicated my reply, sorry.

Retired at 55

Barny1979

Generally an Ombudsman would look at errors in process, rather than the decision made I would expect.

Barny1979

Retired_at_55 wrote: »

I understand. Although I know I an telling the truth and I am being lied to - without concrete proof, pursuing the complaint to Stage II would be futile.

Thank you for taking time to reply.

An Ombudsman won't accept a complaint if the Council's complaints process hasn't been fully explored, they will refer you back to raise a Stage 2

Tigsteroonie

As above - the LGO looks at process, rather than decisions made.

You will need to complete all stages of the Council complaint system before referring to the LGO.

If all you have are your memories of a telephone conversation (during which anything could have been said), then I cannot see the Council or LGO upholding a complaint that you were lied to. It's a he said / she said situation.

Have you thought about submitting a Subject Access Request to the Council to determine what records they do have of those conversations with you?