Summary: We will not investigate this complaint about a request for a refund and compensation after a Valuation Office Agency decision to reduce a council tax band. This is because there is not enough evidence of fault to warrant investigation.

The complaint

1. Mrs X complains the Council delayed refunding council tax it owed after the Valuation Office Agency (VOA) reduced the band for her home. She says that as she paid the higher council tax for 10 years the Council should pay her interest or financial compensation.

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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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B)).
3. Every domestic property has a council tax band, which is set by the Valuation Office Agency (VOA), a central government body. If a person believes their council tax band is incorrect, they can apply to the VOA for it to be reviewed.

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How I considered this complaint

4. I considered information provided by the complainant and the Council. I also considered the Ombudsman’s Assessment Code.

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My assessment

5. Mrs X complained to the Council regarding the matters in paragraph 1.
6. The Council replied the overpayment of council tax only arose when the VOA notified it of the band change in August 2025. The Council revised the band the same day. The Council said it had not delayed the refund for many years. It had charged the correct lawful council tax based on the previous band. The band changed and it issued the refund to Mrs X promptly within 4 weeks of receiving her refund request. The Council said it would not pay interest or compensation.
7. There is not enough evidence of fault here to justify investigation. The Council has explained it did not delay refunding the credit.

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Final decision

8. We will not investigate Mrs X’s complaint because there is not enough evidence of fault by the Council to warrant investigation

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Investigator's decision on behalf of the Ombudsman