North Somerset Council (25 012 800)
Category : Benefits and tax > Council tax
Decision : Closed after initial enquiries
Decision date : 25 Sep 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about a council tax credit. This is because there is not enough evidence that there was fault by the Council.
The complaint
- Mr X says the Council has failed to refund credit on his late uncle’s council tax account from 2021. He only became aware of the credit in 2025. He says he was put to time and trouble seeking a refund.
The Ombudsman’s role and powers
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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B)).
How I considered this complaint
- I considered information provided by the complainant and the Council. I also considered the Ombudsman’s Assessment Code.
My assessment
- Mr X became aware in 2025 that there was a credit on his uncle’s council tax account from 2021. He said the Council should have refunded this. Mr X complained to the Council in April 2025.
- The Council replied it had sent a letter to his uncle’s executor in 2022, requesting further information in order to issue a refund. It said it needed evidence of probate and executor’s details or an application from the beneficiary or person dealing with the estate. However, it had not received a response. It advised Mr X to provide the required information so it could arrange a refund.
- I have not seen sufficient evidence of fault by the Council to warrant an investigation. The Council has explained the information it requires.
Final decision
- We will not investigate Mr X’s complaint because there is not enough evidence of fault to justify investigating.
Investigator's decision on behalf of the Ombudsman