Paid more than 100 GBP for Garden Waste collection, never received the sticker

holyone2

On 30th March I ordered a Green Bin Sticker (103.80 GBP) which has yet to arrive for garden waste collection in Barnet London.

On 9th May I submitted online a request for replacement given it had not arrived

On 22nd May I called the waste collection related number (020 8359 2000) to complain that neither sticker had arrived yet, and a lady called Linda informed me she will ensure a new one is sent out.

On 27th May I called again as it had not arrived and they asked me to email you the "back office" via this email recycling@barnet.gov.uk

On 27th May I emailed recycling@barnet.gov.uk saying:

"I would like to request that urgently a green bin sticker is sent out to my address and that I receive a partial refund for the time I have paid for but not received a sticker.

Please respond within 5 working days or I will be forced to escalate this matter - paying over 100 GBP for nothing would be nothing short of a scam in the private sector.

I would like to request that urgently a green bin sticker is sent out to my address and that I receive a partial refund for the time I have paid for but not received a sticker."

On 3rd June 2026, 5 working days later I had not got any response so I escalated to a formal complaint.

Today, 27th June 2026, I have had no response for the complaint, no sticker, no contact. Nothing.

If this was a private company, I think I would be well within my rights to escalate to some kind of trading standards organisation for stealing 100 GBP of my money with no "service" exchanged. But given this is the government, I would like advice on how I can proceed here to escalate this?

If I asked my credit card company to reverse the payment, is that putting me at risk (given its a battle against the local government?)

Ultimately thought I do not want to the money, I want the garden waste collection! I do not know how to resolve this and would be grateful for advice.

Notably, I cannot find a complaints phone number for the council, I could try calling the waste collection number again, but given they already said they will send me a sticket and did not, I am not sure there is much value in repeating it (getting through to the number was not easy in the first place!).

elsien

Try your local councillor? Although some more use than others.

Stage two complaints says give them 20 days to reply. If you are past that (it’s a bit unclear whether they mean calendar days or working days you may now be eligible to go to the local government ombudsman.

https://www.barnet.gov.uk/your-council/contact-council/complaints

holyone2

Thats a good idea, I will do so

Stage 1 says "We will then investigate your complaint, and you will receive a response within 10 working days of the acknowledgement." - I did not recieve a response within 10 working days, but I will email them to ask to escalate it to Stage 2.

Ratkin007

Have you tried putting the bin out for collection.

I know someone that subscribed to the service, but had not yet received the sticker but still put the bin out. Surprisingly the bin was emptied. Totally different Council but if you have not tried, might be worth a go. They probably have the technology to check if the service has been paid for.

I saw a neighbour trying it on, had no sticker but said they had just subscribed, so the person collecting the bins, informed the driver. I missed the outcome of that one.

marcia_

I don't think emailing recycling with your complaint is the right thing to do. You must follow the council complaints procedure which will be on their website

Grumpy_chap

Put the bin out regardless and it may just be collected.

Rather than just online forms, phone calls and emails, why not pop into the Council offices with the proof of payment and they will probably be able to give you the sticker there and then.

Are your Council still using the stickers? Our Council moved to an electronic system this year.

holyone2

https://forums.moneysavingexpert.com/discussion/comment/82050214#Comment_82050214

i emailed them directly aat first, but when I said I made a complaint above, that was via the official Council Stage 1 complaints process…they just seem to have ignored my complaint entirely for more than the documented 10 working days it takes to respond

ii reached out to a comforuncillor yesterday on suggestion of first poster here and they say they have instructed the council to resolve this. Wel'll see how it goes

holyone2

https://forums.moneysavingexpert.com/discussion/comment/82050254#Comment_82050254

I've been doing this but they often spot the old label and refuse to take it…. Given the collections are only once every 2 weeks that's a problem.

wow I dream of an electronic system it's so stupid

i could try visiting the council but I suspect given it needs a special printer to print it they don't make them on site

GrubbyGirl_2

I'd go to the office and refuse to leave until you have your sticker

soolin

I’m in a different London borough but we’ve had no stickers now for 2 years, no explanation as to why they aren’t being issued, nothing on website. I pay my £90 or so and just put my bins out. I was reassured as looking at other people’s green bins none of them have a sticker either.

I did try asking and never got a reply.

Slinky

With regards the 'get a sticker from the office' our bin stickers have the address printed on them, as well as the expiry date for the service.