Isle of Wight Council (25 018 818)
Category : Environment and regulation > Refuse and recycling
Decision : Closed after initial enquiries
Decision date : 19 Feb 2026
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s complaint about the Council’s refusal to cancel and refund his garden waste collection service. This is because there is insufficient evidence of fault.
The complaint
- Mr X complained the Council refused to allow him to cancel his garden waste collection subscription after he moved out of its area due to personal reasons.
- Mr X said the matter caused him frustration.
The Ombudsman’s role and powers
- 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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X subscribed to the Council’s garden waste collection service. Due to personal circumstances, Mr X had to leave the Council’s area. Once Mr X moved, he asked the Council to cancel his direct debit for his garden waste collection.
- The Council told Mr X he could cancel the direct debit but would be liable for the remainder of the annual fee for the garden waste collection. Mr X complained. In its complaint response, the Council explained its terms of service and that the full year’s fee was due.
Analysis
- We will not investigate this complaint. When Mr X subscribed to the garden waste collection service for the year 2025/26 he agreed to the Council’s terms and conditions. This included the Council’s cancellation policy.
- Consequently, we will not investigate this complaint because there is insufficient evidence of fault.
Final decision
- We will not investigate Mr X’s complaint because there is insufficient evidence of fault.
Investigator's decision on behalf of the Ombudsman