A couple who owns a company in Gloucester have accused the city council of costing them business by not properly investigating their complaint against an allegedly noisy neighbour.

The pair reported their upstairs neighbours who they accused of banging loud enough to shake the walls and light fittings and driving customers away.

An investigation by the Local Government and Social Care Ombudsman found that the city council wrongly informed the couple that it could only investigate noise affecting people in their home, not their business.

Council officers spoke with the noisy neighbours about sound proofing their property but failed to carry out a proper investigation to decide whether a statutory nuisance had taken place, according to the Ombudsman.

Paul Najsarek, Local Government and Social Care Ombudsman said: ‘I am concerned the council had already decided no statutory nuisance had taken place before setting foot in the property, and has since tried to retrospectively justify this decision rather than making an open-minded, balanced enquiry into the case.

‘While I cannot say the council would have come to a different conclusion had it taken the proper route, its inaction has left the couple frustrated and not feeling properly heard.’

A spokesperson for Gloucester City Council said: ‘We accept the findings of the Local Government Ombudsman and have taken their comments on board, which includes sharing their guidance with staff.

‘Our officers work hard to investigate all complaints received in a fair and impartial manner and we apologise for any distress that may have been caused.’