Most members of the community have a positive relationship with schools but sometimes things go wrong. It is important that you raise your concerns as soon as you can. By taking positive steps early on, the school is more likely to be able to sort out your complaint.
All complaints are taken seriously and schools have procedures in place for dealing with them. You can ask the school for a copy of their complaints procedure so that you know exactly how they will handle matters.
Where Do I Begin?
Whether you are a parent/carer or a member of the public the place to start is the school. It is much better if matters can be sorted out within school even if this might feel awkward. There is usually more than one side to any dispute or misunderstanding and it is important that all the facts are known so that the best solution can be found.
Contact the school office to ask who the best person to deal with your complaint is and how to make contact with them. In a primary or special school this may be your child's class teacher. In a secondary school you may be advised to contact the form tutor or head of year. You will usually have to arrange an appointment to discuss your complaint.
What do I need to do?
Think about the nature of your complaint. You might want to make a written note of the details. Be clear about:
• What it is you are complaining about?
• Who else was involved?
• Did anyone see what happened?
• What you want to happen as a result of your complaint?
The school will look into the issues you have raised and respond once they have established what happened. Complaints need to be investigated and the school will need time to do this. If the school agrees that your complaint is justified, they will tell you what action will be taken. You will not, however, be informed of specific action taken against a member of staff.
If the school does not support your complaint at this first stage, they will give you reasons for this decision, and you can ask for these in writing.
What if my complaint is about the head teacher?
If the complaint is about the head teacher, then you should contact the chair of the governing body of the school. The school will give you the name of the chair of governors and tell you how he or she may be contacted. The chair or a nominated complaints governor will investigate your concerns and respond directly to you.
What if my complaint is about a governor?
If the complaint is about the conduct of a governor, this should be referred to the chair of the governing body in the first instance. The chair will investigate your concerns. If the complaint is about the chair of the governing body, this will be investigated by the Vice Chair. Complaints about the governing body as a whole should be referred to the Department for Education and Skills.
What happens if I am still not satisfied?
If you are not satisfied with the reply to your complaint at the first stage you should ask that it is considered at the next stage. The school's complaints procedure will tell you about the next stages including your right to appeal to the governing body's complaints panel.
Local Education Authority
If after completing all the stages of the school's complaint procedure you are still not satisfied with the eventual result of your complaint, you can write to the Local Education Authority who will investigate how the school handled the complaint and how the governing body conducted any appeal.
Taking matters beyond the Council
If you are not satisfied after the Authority's investigation you have a final right of appeal to the Department for Education and Skills and/or the Local Government Ombudsman.
How long will it take?
Complaints should be handled quickly and most issues should be resolved in a few days. Most investigations by the school ought to be completed within 20 school days, but if a complaint moves through all the stages, it may take several months to resolve.
Useful Contact Details
The Local Education Authority
Telephone number: 01709 822642
The Department for Children, Schools and Families
Telephone number: 0870 0002288
Local Government Ombudsman
Telephone number: 01904 663200
Advisory Commission for Education
Citizens Advice Bureau
R.A.I.N. Building, Eastwood Lane, Rotherham. S65 1EQ
0870 1212034
The Parent Centre
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