Summary: We will not investigate Mr X’s complaint that the Council did not empty his household waste bin on one occasion. This is because Mr X’s claimed injustice is not significant enough to warrant an investigation by the Ombudsman.

The complaint

1. Mr X complained the Council refused to empty his bin on one occasion because it was over-filled. Mr X also complained about the Council’s complaints process.
2. Mr X said the matter caused him frustration and time and trouble to resolve.

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The Ombudsman’s role and powers

3. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect 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 an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

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

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My assessment

6. We will not investigate Mr X’s complaint. This is because the Council did not collect his bin on one occasion. This is not a significant enough injustice to warrant an investigation by the Ombudsman.
7. We will not investigate how the Council handled Mr X’s complaint. This is because it is not a good use of public money to investigate complaints about complaint handling where we do not investigate the substantive issue.

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Final decision

8. We will not investigate Mr X’s complaint because he was not caused a significant enough injustice to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman