The Ombudsman's final decision
Summary: We will not investigate this complaint about a bulky waste collection because the problem has been resolved.
The complaint
The complainant, whom I refer to as Mrs X, complains the Council refused to provide a refund for a bulky waste collection that did not happen.
The Ombudsman’s role and powers
The Ombudsman investigates 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 an investigation if the problem has been resolved. (Local Government Act 1974, section 24A(6)) We can decide whether to start an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
How I considered this complaint
I considered information provided by Mrs X and the Council. This includes the complaint correspondence and emails confirming Mrs X has accepted a refund from the Council. I also considered our Assessment Code.
My assessment
The bulky waste collection rules say people can cancel or change a booking. If they cancel more than one day before the date of the collection the Council will make a refund minus a £15 charge.
Mrs X paid for a bully waste collection. The booking was for a Saturday. Mrs X sent an email cancelling the booking at 21.09 on the Friday. Mrs X cancelled the booking due to expected bad weather and she thought the collection would not take place. Mrs X made alternative arrangements.
Mrs X asked for a refund. The Council refused because the crew had visited on the Saturday but found there were no items to collect.
Mrs X told the Council she had complained to us. Before we had taken any action the Council offered Mrs X a full refund minus the £15 charge. The Council said Mrs X cancelled the booking outside office hours and officers would not have seen her cancellation request until the Monday. But, the Council also said that the website does not give any information about the deadlines for making cancellation requests. The Council said it will change the information it provides about changing bookings. Mrs X accepted the refund offer.
Final decision
We will not investigate this complaint because the problem has been resolved. The Council has offered a refund, which Mrs X has accepted, and the Council will make changes to the information it provides about cancelling or changing bookings.
Investigator's decision on behalf of the Ombudsman