Skip Navigation LinksComplaints-Procedure

COMPLAINTS PROCEDURE

 

 

Section 29 of the Education Act 2002 requires that:

 

(1)       The governing body of a maintained school (including a maintained nursery school) shall

 

      1. establish procedures for dealing with all complaints relating to the school or to the provision of facilities or services under section 27, other than complaints falling to be dealt with in accordance with any procedures required to be established in relation to the school by virtue of a statutory provision other than this section, and

      2. publicise the procedures so established.



        (2)       In establishing or publicising procedures under subsection (1), the governing body shall have regard to any guidance given from time to time (in relation to England) by the Secretary of State.

         

This policy follows the guidelines of Department of Education.

 

For a parent to make a complaint there are four stages they can follow, depending on the nature of the complaint.

Stage 1 – informal procedure

Discuss your concerns with the class teacher or other relevant member of staff. This will usually resolve the issue.

What will happen?

The member of staff will deal with your issues or make sure you have the information you need if you feel you want to take the matter further.

Stage 2 – formal procedure

If you are not satisfied with the outcome of your earlier complaint, you should complain to the Headteacher either verbally or in writing.

What will happen?

Your complaint will be acknowledged within five school days. A full written response will be made within 15 school days.

Stage 3 – writing to governors

If you are not satisfied with the response from the Headteacher, you should write to the Chair of Governors.

What will happen?

Your complaint should be acknowledged within seven school days and a full response will be made within 20 school days.

Stage 4 – writing to clerk of governors

If you are still not satisfied with how your complaint has been handled, you should write to the Clerk of Governors requesting that your complaint be heard by a complaints committee of governors.

What will happen?

The complaints committee will meet between 12 and 20 school days from receipt of your letter. The committee's decision is final and you will be told of its findings within five school days of the hearing.

What to do if you are still not satisfied

If you have already followed the stages described above and are still not satisfied you can contact:

  • The Secretary of State for Children, Schools and Families

Secretary of State for Children, Schools and Families


Secretary of State for Children, Schools and Families


The School Complaints Unit

Department of Education

2nd Floor, Piccadilly Gate,

Manchester.

M1 2WD

 

The Secretary of State can take action if a governing body has not carried out or fulfilled a statutory duty, or has acted unreasonably. The Secretary of State cannot do anything until the school has finished looking into the complaint.

 

 

 

 

 

HPS/01.17