Bridgend County Borough Council
Mr X was unhappy that a home to school transport arrangement in place for when he had staying access to his son was cancelled with no prior notice or consultation. He said that this had resulted in the loss of access in seeing his son.
The Ombudmsan found that although Mr X complained to the Council and had received a stage 1 formal response, the Council had not yet progressed the complaint to stage 2 of its procedure.
The Council agreed to progress Mr X’s complaint to stage 2 and issue a stage 2 formal response by 28 February 2022. The Ombudsman considered that the action which the Council agreed to do was reasonable and would resolve the complaint as an alternative to investigating it.