The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s decision to charge Mr X a summons fee and its failure to respond to Mr X’s letters. This is because an investigation is unlikely to lead to a finding of significant injustice.
The complaint
Mr X complained the Council charged him a summons fee and failed to respond to his letters.
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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X complained to the Council after receiving text messages and a court summons regarding the arrears on his council tax account. He also complained that he sent the Council several letters which it did not respond to.
The Council partly upheld Mr X’s complaint and explained the arrears on Mr X’s account. The Council acknowledged and apologised for failing to respond to Mr X’s letters and confirmed it removed the summons fee on his council tax account. Mr X then brought the complaint to us.
The Council has explained how the arrears built up on Mr X’s council tax account and has removed the summons fee from his account. The Council has also apologised for the delay in responding to his complaint. There is no evidence to suggest that Mr X has experienced significant injustice due to this matter.
Final decision
We will not investigate Mr X’s complaint because an investigation is unlikely to lead to a finding of significant injustice.
Investigator's decision on behalf of the Ombudsman