Overview
The complainant (Mrs C) raised concerns about how Stirling Council (the Council) had handled complaints she submitted to them following incidents involving her younger son (Child C) and the owner/driver (Mr D) of a coach contracted to take Child C and other pupils on the return trip from a secondary school in Stirling (the School) to their local community (the Village).
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) following the first incident involving Child C, the Council did not take the action they previously stated they would take against Mr D (upheld);
- (b) the Council failed properly to investigate the incidents involving Mr D and Child C (partially upheld); and
- (c) an internal suggestion that Mr D be suspended and another driver be used for the run was not followed up (not upheld).
Redress and recommendations
The Ombudsman recommends that:
- (i) the Council apologise to Mrs C for not following up on their officer's statement that a reprimand would be issued to Mr D;
- (ii) the Council apologise to Mrs C for the way her initial complaints were handled; and
- (iii) should in the future the situation arise that only Mr D's coach is used for conveying pupils home from the School to the Village, the Council offer mediation to explore the basis on which Child C could return to using the service.
The Council have accepted the recommendations and will act on them accordingly.