The Ombudsman's final decision
Summary: We will not investigate this complaint about Council tax payments as the matter has been remedied.
The complaint
Ms X complains that the Council erred in the way it recovered payments by Direct Debit which led to costs and stress.
The Ombudsman’s role and powers
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 an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X says that she arranged to pay her Council tax arrears by Standing Order and her current Council tax by Direct Debit. The Council accepts that this did not happen as she requested. The Council says that Ms X was aware of all payments taken by Direct Debit. Ms X set up a standing order instead.
The Council apologised and agreed a longer period in which to pay off the arrears.
I appreciate that Ms X found the process frustrating but the Council has remedied the matter by its apology and agreement to a longer period of time to pay off arrears. I have taken into account that Ms X was also aware of all payments taken from her bank account. I am satisfied that this matter has been remedied and there are no grounds to pursue this further.
Final decision
We will not investigate Ms X’s complaint because the matter has been remedied.
Investigator's decision on behalf of the Ombudsman