Summary: We will not investigate this complaint about difficulties the complainant had getting replacement recycling bags. This is because the problem has been resolved.

The complaint

1. The complainant, whom I refer to as Mr X, complains the Council did not return his recycling bags and he could not get any replacements. Mr X wants replacement bags.

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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 an investigation if we are satisfied with the actions an organisation 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 Mr X and the Council. This includes the complaint correspondence and an update from Mr X. I also considered our Assessment Code.

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My assessment

4. Mr X had two recycling bags. He says the crew did not return the bags to his property and both were lost. Mr X complained to the Council because he could not get replacement bags. The Council did not initially reply and, when Mr X escalated the complaint, the response contained errors.
5. Mr X now has two replacement bags and the Council will write to Mr X to apologise for the wording in the complaint reply.
6. I will not investigate this complaint because the problem has been resolved. Mr X has two replacement bags and the Council will apologise.

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Final decision

7. We will not investigate this complaint because the problem has been resolved.

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Investigator's decision on behalf of the Ombudsman