Mrs A complained that the Bridgend County Borough Council failed to respond to her complaints about her son’s education.
The Ombudsman found that the Council had failed to respond to Mrs A’s stage 1 and stage 2 complaints. The Ombudsman said this caused uncertainty and frustration for Mrs A. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 3 weeks, offer Mrs A an apology and explanation for the delay and to issue a stage 2 complaint response.