Dealing with Complaints

An LEA leaflet Information for Parents - Compliments, Comments and Concerns (pdf) for parents is available and should be prominently displayed in school.

Schools should have clear policies and procedures for dealing with complaints. 

Procedures

1. Draw up a policy and determine procedures for dealing with complaints as described below. Refer also to Complaints Procedure.  Consider the best way of dealing with parental concerns at an informal stage and, if possible, for them to be resolved at this stage rather than later.
2. If concerns cannot be resolved informally then follow the stages below:

Stage 1

Seek confirmation from the parent that a formal complaint is being made and provide a written response.

Stage 2

Advise the parent of the procedures for making a formal complaint to the governing body and provide a form for this purpose.

  Form 1: Complaints  41 KB

A complaints committee, comprising three governors, should be established to deal with most complaints. Chairs of governors should be encouraged to consider only the simplest of complaints on their own.

Invite the complainant to meet the complaints committee. 

  Form 2: Letter to Parents  26 KB

After hearing the complaint and considering all the relevant facts, the committee should make a decision. The decision should be conveyed to the complainant in writing within 48 hours of the hearing.

  Form 3 : Results of Meeting 26 KB

The response should make clear that all relevant factors have been taken into account in the outcome of the committee's consideration.  If the committee believes that the complaint may lead to disciplinary proceedings against a teacher or child protection procedures (see Capability Procedures and Disciplinary Procedures), the response should say that these procedures have been invoked.

Stage 3

If dissatisfied with the committee's decision the complainant can raise the matter with the Secretary of State for Education. They should be advised, however, that the Secretary of State for Education will investigate further only if the school and the governing have failed to adopt the correct procedures or if new information (not considered by the complaints committee) has come to light.

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