Summary: We will not investigate this complaint about a cancelled pest control appointment and incorrect advice about when a refund for that service would be made. This is because the Council has resolved the matter to the satisfaction of the complainant.

The complaint

1. Mrs X complains the Council failed to provide a pest control service that she had paid for, and that it gave her incorrect information about when a refund would be paid, which resulted in Mrs X going overdrawn.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions a council has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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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. Mrs X has told me that the Council has apologised for not providing the service and for failing to communicate with her properly about this. It has offered Mrs X a payment of £50 in recognition of what went wrong and made a commitment to ensure correct information is given in future.
6. Mrs X is satisfied with the action the Council has taken and as such, there are no grounds for our further involvement.

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Final decision

7. We will not investigate Mrs X’s complaint because the Council has taken action which resolves the complaint for Mrs X.

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Investigator's decision on behalf of the Ombudsman