Overview
The complainant, Miss C, complained about the way in which Dundee City Council (the Council) imposed a payment levy in respect of an inspection of her late brother's headstone.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Council failed to advise Miss C, in advance, of her liability to pay an inspection levy and blamed a monumental mason for not informing her about it (not upheld); and
- (b) the Council delayed in responding to Miss C's request for details about the inspection and the information she was given was incorrect (partially upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) in responding to queries, ensure that care is taken when making a response and that all issues are addressed. Similarly, when internal information is passed to members of the public, it should be clearly understandable; and
- (ii) apologise to Miss C for their errors and oversight.
The Council have accepted the recommendations and will act on them accordingly.