Mrs A complained about the service provided by the Additional Learning Needs team when attempting to obtain information and secure an educational placement for her child. Mrs A further complained about communication and in particular that the Council had not provide a response to her complaint.
The Ombudsman found that, following the submission of the complaint, a suitable educational placement for the child had been identified and accepted. However, Mrs A had not received a formal response to her complaint response and it was unclear whether the Council intended to issue a formal complaint response. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to provide Mrs A with a formal complaint response together with an apology and explanation for the failure to do so,within 20 working days.