Summary: We will not investigate Mrs X’s complaint that the Council refused to refund a bulky waste collection she cancelled. This is because the claimed injustice is not significant enough to warrant our involvement.

The complaint

1. Mrs X complained the Council refused to refund a bulky waste collection service she cancelled. Mrs X said the matter caused her frustration and the cost of the collection she cancelled.

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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 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 injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

5. Mrs X booked a bulky waste collection service. She later found someone to take the items for their own use. Mrs X cancelled the booking and requested a refund. The Council informed her the booking was non-refundable in line with its policy. It explained the reason for this was because of the administrative costs associated with the booking.
6. We will not investigate this complaint. Our role is to consider complaints where the person bringing the complaint has suffered significant personal injustice as a direct result of the actions or inactions of the organisation. This means we will normally only investigate a complaint where the complainant has suffered serious loss, harm, or distress as a direct result of faults or failures. We will not normally investigate a complaint where the alleged loss or injustice is not a serious or significant matter.
7. The Council charges £37.50 to collect 1-3 items of bulky waste, and £62.90 for 4-6 items of bulky waste. Consequently, although Mrs X said the matter caused her frustration and the cost of the cancelled service, the claimed injustice is not significant enough to warrant an investigation by the Ombudsman, and so we will not investigate.

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Final decision

8. We will not investigate Mrs X’s complaint because the claimed injustice is not significant enough.

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Investigator's decision on behalf of the Ombudsman