School Complaints

Frequently Asked Questions for this Service

Question: How do I contact the Chair of Governors at my child's school

Answer: Correspondence should be addressed 'Private and Confidential' to the Chair of Governors at the school address.

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Question: If after contacting the school, I still feel that my complaint has not been resolved, what should I do?

Answer: If you wish to make a formal complaint you must write to the Chair of Governors of the school (address your letter 'Private and Confidential' to the Chair of Governors c/o the school address). Your letter must begin stating ‘I wish to make a formal complaint to the Governing Body of ………..School’. This makes it clear that the Governing Body must respond and convene a hearing.


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Question: What should I do first if I have a concern/complaint about my child's school?

Answer: You should firstly seek a meeting with the headteacher or the appropriate member of staff. The vast majority of parents’ concerns are resolved in this way. If you wish to complain about the headteacher you should seek a meeting with the school’s Chair of Governors in the first instance. Details of how to contact the Chair of Governors/and the school’s complaints procedure will be available from the school.

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Question: What if I am still unhappy after the Governing Body has considered the matter

Answer: If your problem/complaint remains unresolved after Stage 3, then you may raise your complaint with the Secretary of State for Education.
Complaints to the Secretary of State are handled by the government’s Department for Education (DfE). Making a complaint to the DfE should only happen after you have exhausted the schools complaints process above. When making a complaint to the DfE you should provide copies of any documentation you have about the complaint. This will help them to investigate your case.
Further guidance on how to complain to the Secretary of State for Education can be found at the weblink below under the heading ‘Guidance on making a complaint about a school’
http://www.education.gov.uk/schools/leadership/schoolperformance/b00212240/making-complaint-school/who-can-complain
- Related Link

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Question: What happens when I have made a formal complaint to the Governing Body

Answer: The Chair of Governors will arrange for your complaint to be considered and investigated under the arrangements approved by the governors. This is likely to involve a panel of governors appointed to act on behalf of the governing body. If the Chair of Governors or other governor has been involved in earlier discussions to try and help settle the disagreement, he or she should arrange for another governor to take charge of the investigation and consider your complaint. The governor in charge of investigating the complaint may ask to meet you personally so that you are able to clarify the nature and detail of your complaint. The governing body will not normally be able to respond to your complaint at this stage. He/she should, however, give you full details of how they will carry out any further investigation or formal hearing and keep you-up-to-date with progress.

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