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 March 2020 Update: Due to the impact of Coronavirus, the Local Government and Social Care Ombudsman (LGSCO) has temporarily suspended its central phone line and online complaint submission form from 18 March 2020. New complaints will not be accepted during this suspension, the full press release is available here and LGSCO will keep its website updated. 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 To raise a complaint to the LGSCO parents must first have exhausted their local authority’s own internal complaints procedure. If they do not, the LGSCO will not accept the complaint no matter how urgent or compelling it is. Complaining to the LGSCO is an alternative to judicial review – you cannot do both at the same time. You will need to consider which is the most appropriate way of addressing your problem. If you are considering judicial review we recommend you seek legal advice. All local authorities are required to have formal complaints processes and there may be stages in the process whereby the complaint is escalated to more senior officials. It is possible that a local authority will remedy the reason the parent is unhappy in which case there may be no need to continue on to the LGSCO. Some of IPSEA’s model letters help parents complain where their local authority has failed in its statutory duties. These letters have not been drafted to comprise the first stage of the formal complaints process. If parents want the IPSEA letter to be the first stage of a complaint, parents will need to look at their local authority’s complaints procedure and direct their formal complaint to the appropriate staff. However, an unsatisfactory response to an IPSEA model letter may help in drafting the letter of complaint. 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. They have also published guidance for parents on SEN-related complaints. If complaining to the Ombudsman is not appropriate – for example, because the matter is serious and urgent – you may need to consider judicial review instead. If you haven’t been able to find the answer to your question, you can book an appointment to speak with us.