Overview
The complainant (Mrs C) complained that she had completed and returned an application form for an Educational Maintenance Allowance (EMA) for her son (Mr C) for the academic year 2005/06 but that Renfrewshire Council (the Council) refused the application. The Council did not consider the application on the grounds that it was submitted after the closing date for applications. Mrs C complained that it was submitted prior to the closing date but that the Council then asked for additional information, not asked for on the original application form and then failed to inform Mrs C of the deadline date to return this information to them.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the closing date for applications to be received by the Council was not included on the application form (upheld);
- (b) Mrs C was not subsequently informed, in her dealings with the Council, of the deadline for submitting the application (upheld);
- (c) Mrs C submitted all the information initially requested but was then asked for additional information (upheld); and
- (d) the Council should have awarded Mr C an EMA for the academic year 2005/06 (upheld).
Redress and recommendation
The Ombudsman recommends that the Council increase their offer of a £500 ex-gratia payment to £840, to reflect the basic allowance and bonus payment Mr C would have been entitled to had his application been accepted. The Ombudsman asks that the Council notify her when the recommendation has been implemented.
The Council have accepted the recommendation and will act on it accordingly.