Complaints about a council's SEND service

When it is the council rather than the school, and which route applies.

What it is

Complaints about a local authority's SEND service — delay, failure to deliver, poor communication — go through the council's own complaints procedure and then to the Ombudsman.

Where it applies

Anyone dealing with a council's SEN team.

How it works

The critical split: anything that could be appealed to the SEND Tribunal — the contents of a plan, a refusal to assess — cannot be considered by the Ombudsman. Delay, failure to deliver what the plan says, and maladministration can be.

Getting this wrong costs months, because each body will send you to the other.

What you can ask for

Work out which route applies before you write. Disagreement goes to the Tribunal; delay and non-delivery go to complaints and the Ombudsman.

Keep a dated timeline. Ombudsman decisions turn on when things were requested and what the statutory deadline was.

Ask for a remedy that includes the lost provision, not only a payment.

Where to get help

IPSEA on which route applies. The LGSCO's published decisions are searchable and finding one against your own council is persuasive.