How we help Get support Making a complaint or challenging a decision Making a complaint about a local authority Complaining to the Local Government and Social Care Ombudsman The Local Government and Social Care Ombudsman (“LGSCO”) is independent and deals with claims of ‘maladministration leading to injustice’. This provides an avenue to challenge a local authority’s (“LA’s”) decision without having to go to court. Examples of situations in which a parent might complain to the LGSCO are: Where the LA does not provide home-to-school transport that a child is legally entitled to, resulting in parents having to pay for transport, or the child missing school. Where the LA fails to comply with legal deadlines to carry out an EHC needs assessment or issue an EHC Plan, resulting in the child or young person missing out on special educational provision or schooling. Where the help in Section F of an EHC plan is not being provided, and the child or young person is being deprived of the special educational provision they need. If an LA has failed to provide education for a pupil who is permanently excluded from school or who cannot attend school by reason of illness, the pupil may have been without education, or suitable education, for a long period. The LGSCO cannot hear complaints about schools, but they can hear complaints about admissions or exclusions: if a parent believes proper procedures were not followed in relation to school admissions. if a parent has asked an independent review panel to review a school’s decision to permanently exclude their child, and the panel did not follow proper procedures. The LGSCO can recommend a range of remedies, including compensation, asking the LA to look at a decision again, or suggesting a change in policy. ‘Maladministration leading to injustice’ ‘Maladministration’ means that the processes which should have been followed were carried out poorly or not at all. It could cover things like: decisions being made in a way that is unlawful or unfair a significant delay in dealing with a matter incorrect information having been given out incompetence on the part of the person(s) dealing with the matter decisions being taken in an arbitrary fashion. A person making a complaint will need to show there was maladministration of some kind, and that led to injustice. The LGSCO considers the way a decision is reached, not the merits of the decision itself, so parents cannot complain just because they do not agree with a decision. The main test of whether there has been maladministration is whether an authority has acted reasonably within the law, its own policies and the good practice standards of local administration. When to complain The LGSCO expects complaints to be made first of all to the LA before they will investigate. If there is an alternative remedy such as a right of appeal to the tribunal, then the LGSCO will normally wait for the outcome of the appeal before investigating, as a decision may be needed before they can assess the injustice. Parents should complain to the LGSCO within a year of the date that the event took place unless they have exceptional reasons, such as a serious illness, which prevented them from complaining earlier. Assessing the complaint The LGSCO will assess every complaint it receives. There must be a clear and direct link between the injustice the person is asking the LGSCO to remedy and the alleged fault on the part of the LA. A remedy cannot be provided where there is fault, but no injustice. The LGSCO aims to assess all complaints within 28 calendar days. After the initial assessment they will decide whether or not to do a full investigation of the complaint. The LGSCO aims to complete all investigations within 26 weeks, although complex cases may take longer. After the investigation they will issue a decision, and can make recommendations to local authorities to put right the injustice. These are only ‘recommendations’ – meaning they are not binding on the local authority in the same way that, for example, a court judgment would be – but it is very rare for a local authority to ignore a recommendation. You can find details of how to complain on the LGSCO’s website, or contact their helpline on 0300 061 0614. If complaining to the Ombudsman is not appropriate – for example, because the matter is serious and urgent – you may need to consider judicial review. If you haven’t been able to find the answer to your question, you can book an appointment to speak with us.