Summary: We will not investigate Miss X’s complaint about the Council’s poor customer service it provided to her following a missed bin collection. This is because we could not add to the Council’s investigation.

The complaint

1. Miss X complained the Council provided her with poor customer service following a missed bin collection. She said the matter caused her distress. Miss X also said the Council delayed responding to her complaint. She wants the Council to provide her with an apology and a financial remedy for the poor complaint handling.

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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 we could not add to any previous investigation by the organisation. (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 Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X said the Council’s refuse team did not collect her recycling bin due to it being contaminated by other waste. She said she was not aware the bin was contaminated until after the refuse team had left. Miss X said she spoke to the Council about it and the officer she spoke with was rude and dismissive towards her.
6. The Council investigated Miss X’s complaint. In its response to Miss X, the Council apologised to Miss X for the injustice caused to her. It said it had addressed the matter with the officer in question. The officer in question also issued Miss X a written apology. In addition, the Council said it would review its training it provides to officers who communicate with customers to ensure their service was better.
7. We will not investigate Miss X’s complaint. This is because the Council’s response was appropriate and in line with our guidance on remedies. We therefore could not add to its investigation.
8. We will also not look into how the Council managed Miss X’s complaint. This is because it would not be a good use of public money to do so as we are not investigating the substantive matter.

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Final decision

9. We will not investigate Miss X’s complaint because we could not add to the Council’s investigation.

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Investigator's decision on behalf of the Ombudsman