Mrs A complained about Carmarthenshire County Council’s actions relating to her son’s school provision. Her concerns included matters connected to the provision of an appropriate school placement and the Council’s handling of issues.
The Ombudsman found that, while the Council had previously responded to Mrs A’s complaint in October 2025, subsequent events had occurred and some aspects of the matter had been considered by the Education Tribunal Wales. Although the Council’s agreement to provide a school placement resolved part of the underlying dispute, a number of concerns raised by Mrs A did not appear to have been considered or determined through that process. In addition, information arising since the Council’s October 2025 complaint response may have had a bearing on matters previously addressed. The Ombudsman considered that Mrs A had not been afforded a full opportunity to have all of her concerns properly considered and decided to settle the complaint without investigation.
The Ombudsman sought and gained the Council’s agreement to, within 2 weeks, contact Mrs A to discuss and agree the scope of her complaint, provide her with an opportunity to identify any new concerns arising since October 2025, any aspects of her original complaint which she considered had not been fully addressed, and any concerns not fully considered by the Education Tribunal Wales. The Council also agreed to respond to those concerns through its complaints process.