Summary: We will not investigate this complaint about a missed bulky waste collection as the injustice is not sufficient to warrant our involvement.

The complaint

1. Mr X complains the Council failed to provide the bulky waste collection he had paid £25 for. Mr X spent time pursuing this matter as a complaint and has had the inconvenience of continuing to store the items at his property. Mr X seeks a financial payment from the Council in recognition of this.

Back to top

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 significant injustice to the person who complained (Local Government Act 1974, section 24A(6), as amended)

Back to top

How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. The collection cost Mr X £25. While I recognise his frustration that his items were not collected, it was open to him to pay for another collection to take the items away. The direct loss to Mr X from the alleged Council fault is therefore £25. This does not represent a level of injustice that would warrant our further involvement. I note Mr X spent time pursuing his complaint and feels inconvenienced at having to continue to store the items at his property, but ultimately this was his choice.
6. For this reason, we will not investigate.

Back to top

Final decision

7. We will not investigate Mr X’s complaint because the injustice caused to him from any alleged Council fault is not sufficient to warrant our involvement.

Back to top

Investigator's decision on behalf of the Ombudsman