Summary: We will not investigate Ms X’s complaint about missed cardboard recycling collections. This is because there is not enough injustice to warrant an investigation by the Ombudsman.

The complaint

1. Ms X complains the Council failed to collect cardboard recycling from the bin store outside her home for four months.

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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 and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Ms X complained to the Council after she says it failed to collect her cardboard recycling on five occasions. The Council apologised and agreed there were times when collections did not happen. It said it would speak with the collection crew. Since Ms X complained, it says it has missed one further collection.
6. I 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. While I acknowledge the inconvenience caused to Ms X, I consider any injustice is not significant enough to justify an investigation by the Ombudsman.

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Final decision

7. We will not investigate Ms X’s complaint because any injustice is not significant enough to justify an investigation by the Ombudsman.

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Investigator's decision on behalf of the Ombudsman