Summary: We will not investigate this complaint about a council tax direct debit payment as any outstanding injustice caused to Mis X is not sufficient to warrant our further involvement.

The complaint

1. Miss X complains the Council delayed in setting up her council tax account for several months and then billed her for a large lump sum single payment. Miss X complains the Council took the payment from her bank under a direct debit instruction despite Miss X having informed the Council it would cause her severe financial hardship to pay the lump sum. While Miss X was able to retrieve the payment, she seeks a financial payment from the Council for distress caused and the time and trouble she was put to. Miss X also wants the Council to reimburse for bank charges she incurred.

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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 fault has not caused serious injustice to the person who complained (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 the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In its complaint response, the Council acknowledged there had been a delay in it processing Miss X’s direct debit instruction for council tax payments and it apologised to her for this. It went on to say however that it remained of the view that the lump sum had been taken as scheduled and as per the notification it had sent to Miss X around a month prior. It said that when Miss X notified it of the difficulty the payment caused, it advised her to make a claim to her bank to recoup the money and agreed to spread the balance across the subsequent financial year. It also confirmed it would pay and bank charges or loss of interest caused by the payment.
6. I recognise Miss X was put to some time and trouble and upset but I do not consider this was to a degree that would warrant our further involvement. Given the matter has been resolved and the Council has agreed to pay any charges Miss X incurred, I do not consider any further remedy is warranted in this case.

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Final decision

7. We will not investigate Miss X’s complaint because there is insufficient remaining injustice caused to her to justify our further involvement.

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Investigator's decision on behalf of the Ombudsman