Summary: We will not investigate Ms X’s complaint about a bulky waste collection. This is because there is insufficient evidence of fault by the Council to warrant an investigation.

The complaint

1. Ms X complains the Council did not collect all the items she left out for collection when she booked a bulky waste collection. She says she did not receive the service she paid for and the Council’s response was inaccurate and provided poor excuses for the service provided.

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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 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)
3. We do not start an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• we could not add to any previous investigation by the organization. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

6. Ms X complained to the Council that it did not collect all the items she left out for collection when she paid for a bulky waste collection.
7. The Council’s bulky waste service costs £42 for collection of up to five items.
8. In response, the Council confirmed its crew collected five items of bulky waste during the collection as per the booking. It provided Ms X with photographs of the items left and collected. It explained why the items that were left may have been deemed unsuitable for collection and why some items were classed as more than one item. It advised Ms X she could book a further bulky waste collection for the items that were not collected or dispose of them at its recycling centre.
9. Ms X disagrees with the Council’s explanation and seeks a full refund.
10. We will not investigate Ms X’s complaint. This is because there is insufficient evidence of fault by the Council here to warrant an investigation. The Council has confirmed five items were collected as per the booking and has explained why the remaining items were left. It is also unlikely a further investigation of the matter by this office would be able to add to the response and explanation already provided via the Council’s own investigation. Whilst Ms X disagrees with the Council’s explanation it has explained its reasons and it is a matter for the Council to assess and decide.

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Final decision

11. We will not investigate Ms X’s complaint because there is insufficient evidence of fault by the Council to warrant a further investigation by this office.

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Investigator's decision on behalf of the Ombudsman