Royal Borough of Kensington & Chelsea (25 029 239)
Category : Other Categories > Other
Decision : Closed after initial enquiries
Decision date : 01 Sep 2026
The Ombudsman's final decision:
Summary: We will not investigate Miss X’s complaint about the Council’s failure to refund her rent deposit. This is because there is not enough evidence of fault by the Council to warrant an investigation by us.
The complaint
- Miss X complains the Council failed to refund her rent deposit despite it confirming it would in its response to her complaint. Miss X says this has caused her stress and financial strain. She wants the Council to pay her the deposit together with recalculated interest and a financial remedy for the delay. Miss X would also like the Council to review its procedures.
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 Miss X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Miss X complains the Council has not refunded her rent deposit despite its assurance it would in its final response to her complaint.
- The Council says it has been unable to pay the refund because despite Miss X’s attempts, she has not provided the Council with legible bank details that allow the Council to make the payment.
- Based on the documents provided by Miss X and the Council, we have seen no evidence the Council has received legible bank details it needs to process the payment. The Council are therefore currently unable to pay the refund to Miss X. Because of this, we will not investigate further.
Final decision
- We will not investigate this complaint because there is not enough evidence of fault by the Council to warrant an investigation by us.
Investigator's decision on behalf of the Ombudsman