Summary: We will not investigate this complaint about the delay in the Council providing Ms X with a council tax refund. This is because the injustice sustained by Ms X is insufficient to warrant investigation.

The complaint

1. Ms X complains the Council delayed providing a council tax refund by two months.

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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.

(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 Ms X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X complained the Council provided conflicting information and delayed providing a council tax refund she was due by 2 months.
6. The Council acknowledged the delay and the poor customer service she received. The Council apologised and told her it would take up the matter with the relevant department.
7. Ms X remains unhappy and wants us to find the Council at fault. The evidence shows the Council provided the refund she was owed and apologised for the delay. Whilst Ms X was inconvenienced by this she was not put to significant time and trouble or financial loss. The Ombudsman will not investigate complaints where the complainant has not sustained a significant injustice.

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Final decision

8. We will not investigate Ms X’s complaint because the injustice sustained was insufficient to warrant investigation.

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Investigator's decision on behalf of the Ombudsman