No complaints made against the West Midlands Combined Authority (WMCA) were upheld by watchdogs in the last financial year, a report has confirmed.
Complaint Numbers and Stages
A report to the Audit Risk & Assurance Committee said the authority received a total of 20 complaints in 2025/26 but none of them were upheld. Only seven of those complaints progressed to stage two of the internal process, and just six were raised with the Local Government and Social Care Ombudsman (LGSCO).
Each year, the LGSCO produces an annual letter detailing the number of complaints made against authorities and what action was taken. The purpose is to help ensure there is learning and scrutiny of decisions or actions taken by public bodies.
Nature of Complaints
Of the seven complaints that reached stage two, two involved public transport, two were about street furniture and lighting, and others related to business matters, contracts, and other issues. Most of the 20 complaints were either not investigated or closed after initial enquiries. One was referred back for local resolution, and another resulted in advice being given.
A report to the July 14 meeting said: "The WMCA has a Corporate Complaints Procedure which sets out how complaints will be dealt with. After any complainant has exhausted the internal complaints process, they are able to refer their complaint to the LGSCO."
Ombudsman's Response
The report added: "It is reassuring that the WMCA's complaints process is robust as only 6 of all complaints received were raised with the LGSCO. Although it would be preferable for there to be no complaints to the Ombudsmen, this is unlikely due to the WMCA's work across the region."
In a letter to WMCA, the LGSCO said: "We recognise that authorities continue to face significant pressures in delivering services to their communities. We hope the data and insight we share with you each year remains a useful tool for reflection and continuous improvement. Please consider it as part of your corporate governance processes."
