Mrs X complained about Ceredigion County Council’s delays from November 2023, including after the Education Tribunal Wales (ETW) hearing in December 2024, in implementing her daughter’s Education Other Than At School (EOTAS) package and Individual Development Plan (IDP) and the impact that this had on her and Mrs X’s family. Mrs X was also unhappy with the Council’s communication from November 2023, and queried whether it had been timely and appropriate at all times.
After the Ombudsman started its investigation, the Council accepted that matters could have been handled better and progressed quicker. In response to this, the Council suggested a settlement to resolve Mrs X’s complaint. The Council said it would undertake the following: • Arrange a meeting to discuss Mrs X’s concerns, experiences and consider reimbursement costs of a mentoring scheme • Offer Mrs X and her family an unreserved apology and a goodwill financial gesture of £500 for time and trouble • Create an action plan to highlight lessons learned and keep Mrs X up to date with progress.
The Ombudsman was satisfied that the actions agreed were proportionate and would deliver an appropriate outcome for Mrs X. On this basis, the complaint was subsequently closed.