Summary: We will not investigate Ms X’s complaint that the Council’s waste collection service consistently returned her bins to a location which blocked her driveway because the claimed injustice is not significant enough to warrant our involvement.

The complaint

1. Ms X complained the Council’s waste collection service failed to return her bins to a suitable location. Ms X said the Council blocks her driveway with her bins after collection.
2. Ms X said the matter caused her frustration and time and trouble.

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The Ombudsman’s role and powers

3. 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

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

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My assessment

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. Although Ms X said the matter caused her frustration and inconvenience, she has not been caused a significant enough injustice to warrant an investigation by the Ombudsman. Consequently, we will not investigate this complaint.

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Final decision

8. We will not investigate Ms X’s complaint because the claimed injustice is not significant enough to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman