Summary: We will not investigate this complaint about the Council collecting Mr X’s council tax payment several days early. This is because there is insufficient injustice to warrant an investigation.

The complaint

1. Mr X complained the Council took a direct debit payment several days earlier than usual and this caused him stress and inconvenience.

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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:

• any injustice is not significant enough to justify our involvement, or
• we cannot achieve the outcome someone wants.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X complained to the Council after it took a direct debit payment three days earlier than usual.
6. The Council apologised and told Mr X it would reimburse him for any overdraft fees he incurred. Mr X confirmed he had been caused distress and inconvenience by the situation, but he did not receive an overdraft fee charge.
7. Mr X remains unhappy with the Council’s actions. The evidence shows the Council has apologised for the impact this matter caused Mr X. This is what we would expect the Council to do. Any injustice Mr X experienced due to this is insufficient to warrant an investigation.

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Final decision

8. We will not investigate Mr X’s complaint because there is insufficient injustice to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman