Overview
A Citizens' Advice Bureau Officer (the complainant for the purposes of our complaint, to be known here as Ms C) raised a number of concerns about The Highland Council (the Council)'s handling of her clients (Mr and Mrs D's) Council Tax account and their subsequent formal complaint to the Council.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Council failed to notify Mr and Mrs D of outstanding Council Tax in a timely manner (not upheld);
- (b) contradictory information was provided by the Council regarding Mr and Mrs D's Council Tax account (not upheld);
- (c) inadequate checks were undertaken by the Council prior to taking formal action (not upheld);
- (d) an inadequate explanation was provided by Council staff for the error which occurred in relation to the handling of Mr and Mrs D's Council Tax account (not upheld); and
- (e) the investigation carried out by the Council into Mr and Mrs D's complaint was inadequate (not upheld).
Redress and recommendation
The Ombudsman has no recommendations to make.