Summary: We will not investigate this complaint about Council delay in refunding Mr X with money he paid for a penalty charge notice. This is because the Council has told me the payment is now being processed and will be paid within ten days. I am satisfied with this action.

The complaint

1. Mr X complains he has been waiting for over a month for the Council to issue him with a refund, due back to him, for a payment he had made for a penalty charge notice (PCN).

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions a council has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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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. The Council has told me the delay in making the payment was due to a discrepancy between the name and address details for the bank account provided by Mr X and his own personal details. The Council says this issue has now been resolved; payment is being processed and will be made within ten days.
6. I am satisfied with these actions and as such, I do not consider there are grounds for our further involvement.

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Final decision

7. We will not investigate Mr X’s complaint because the Council has told me payment will be made within the next ten days.

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Investigator's decision on behalf of the Ombudsman