Ms A complained that Bridgend County Borough Council had not responded to her stage 2 complaint about additional learning needs support for her son.
The Ombudsman found that the Council had failed to respond to Ms A’s stage 2 complaint in line with its complaint process. The Ombudsman said this caused uncertainty and frustration for Ms A and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 3 weeks, issue the stage 2 complaint response, which will include an apology and explanation for the delay and not responding to requests for an update.