Investigator ignored evidence and refused to investigate on incorrect factsMy experience with the Local Government & Social Care Ombudsman was extremely poor and has seriously undermined my confidence in the service.The issue was not simply that my complaint was rejected — it was the way the investigator handled it.I provided a fully evidenced complaint about a council’s failure to comply with agreed Flood Risk Assessment safeguards, causing ongoing flood risk, loss of amenity and significant distress. I supplied:• a detailed chronology• documentary evidence• written confirmations from previous Ombudsman investigators• and a formal Council letter explicitly accepting my complaint for investigation after reviewDespite this, the investigator refused to investigate on the basis that the issue had “already been investigated”.This was demonstrably wrong.The Council itself had confirmed in writing that the complaint was new and would be “thoroughly investigated” and a “comprehensive response” provided. Yet this key document was simply ignored.The investigator:• disregarded relevant evidence• failed to address determinative submissions• relied on incorrect factual assumptions• mischaracterised the scope of the complaint• adopted the Council’s position without scrutiny• and provided reasoning that directly contradicted the documentary recordThere was no meaningful engagement with the evidence I provided. It felt like the conclusion had already been decided and the facts were made to fit.Most concerningly, the Ombudsman refused to investigate because it claimed the Council already had — while the Council said it had not and had accepted the complaint for investigation. Both positions cannot logically be true, yet the investigator did not address this contradiction.The result is that neither the Council nor the Ombudsman has actually examined the substantive issue. The complaint has simply been pushed away on procedural grounds.That is not independent oversight.It is not impartial.And it is not what the Ombudsman service exists to provide.I expected a fair, evidence-based review. Instead, I experienced a process where key facts were overlooked and the investigator appeared to side with the authority being complained about.Very disappointing and far below the standard of accountability the public should expect.
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The Local Government and Social Care Ombudsman, We are the final stage for complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services. We are a f...