Summary: We will not investigate this complaint about a missed bulky waste collection because the Council has agreed to make a refund.

The complaint

1. The complainant, Ms X, complains the Council will not give her a £29 refund even though it failed to collect her bulky waste as agreed. Ms X wants a refund.

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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 Ms X and the Council. I also considered our Assessment Code.

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My assessment

4. Ms X booked a bulky waste collection and paid £29. Ms X complained because the Council did not collect the items and she had to make alternative arrangements.
5. In response to Ms X’s complaint, the Council initially said the crew attended and found Ms X had not presented the waste. It then apologised and said the crew went to the wrong address. The Council declined to make a refund but added a credit to Ms X’s account so the next collection would be free. Ms X is dissatisfied with the response because she might not need another bulky waste collection.
6. I asked the Council to make a £29 refund. The Council agreed and has processed the payment.

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Final decision

7. We will not investigate this complaint because the Council has provided a satisfactory remedy.

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Investigator's decision on behalf of the Ombudsman