Mr A complained about the actions taken following an incident at his son’s school. He said that when he complained to Bridgend County Borough Council (“the Council”) about this issue the response he received did not adequately address his concerns.
The conduct of the school following the incident is excluded from the Ombudsman’s jurisdiction. As such the Ombudsman only considered the aspects of Mr A’s complaint that related to his complaint to the Council. The Council did not acknowledge Mr A’s complaint and did not tell him that it would not be considered under its complaints procedure. The response that Mr A received from the Council also did not address all the issues he had raised or provide a full explanation as to why this was not possible.
The Council agreed to apologise to Mr A for the failure to acknowledge his complaint and explain why his complaint was not considered under its complaints policy. It also agreed to, if possible, provide Mr A with further details of the review referred to in the complaint response he received. If this is not possible the Council agreed to provide Mr A with an explanation as to why this information cannot be shared.