Mr A complained that when he requested to change the date of his direct debit for Council Tax, Pembrokeshire County Council did not inform him that his monthly payments would increase.
The Ombudsman decided that the Council should have informed Mr A of the increase in payments. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to inform all customers of the potential increase in instalments when they request a payment date change, publish the information in the relevant section on its website, and to offer Mr A an apology and explanation of the action taken to improve the service, within 20 working days.