Headteachers and governing bodies are committed to the improvement of their schools. However, sometimes things can go wrong and parents, carers and others feel the need to complain about issues or incidents related to school.
Please note: academies have their own complaints procedures - please contact them direct for more information. The Department for Education has guidance about making a complaint about schools and academies.
Key information
If you have a suggestion
You can telephone, write to or e-mail the headteacher at the school giving your ideas.
If you have a concern
You should raise this informally with your child’s teacher, tutor, head of year or the headteacher -whoever you feel is most appropriate. Always try to make appointments to see members of staff. Usually, your worry can be sorted out at this stage.
If you wish to make a formal complaint
There is a recommended complaints procedure for schools which is designed to help find ways to resolve problems through negotiation and conciliation rather than conflict.
If possible, try to solve a problem first by raising a concern informally.
If you wish to complain formally against the school, you should write to the headteacher at the school, stating that you are making a formal complaint. You will be asked to give permission for your complaint to be shared with any person you are complaining about.
The headteacher or other member of staff will either write to you or arrange a meeting to discuss the issues. You should receive at least an initial response within 10 working school days.
If you are unhappy with the headteacher’s response, you should write to the chair of governors at the school within 10 working school days of receiving the head’s response. You should also do this if your complaint is against the head. The envelope or header should be clearly marked Formal complaint .
The chair of governors will investigate and give you a written response or meet with you. You should receive at least an initial response within 10 working school days of the chair’s receipt of your letter.
If you are not satisfied you have 10 working school days to request a review of the written information concerning your complaint by a panel of the school’s governors. You should do this by contacting the chair of governors or headteacher at the school. This panel will send you the outcome of the review and any recommendations.
A complaint against a chair of governors also goes through this route, which is the final stage of the recommended complaints procedure for schools.
If you remain unhappy after the governors’ panel review, the Local Government Ombudsman may be able to look into your complaint. The Ombudsman’s advice team can be contacted on 0300 0610614.
On a few occasions a complaint may lead to disciplinary action for a member of staff. In such a case you will be told that disciplinary procedures are being followed but we will not be able to tell you the outcome.
Your rights and responsibilities
You can expect the school to consider suggestions and to:
- keep in touch in writing over how and when problems can be raised with the school
- publicise details of the complaints procedure
- publicise details of the school's Persistent Complaints/ Harassment Policy
- respond within a reasonable time, with courtesy and respect
- be available for consultation within a reasonable time limit, considering the needs of pupils/staff
- attempt to resolve problems using reasonable means in line with the school's complaints procedure and advice from Cambridgeshire County Council
- keep you informed of progress
Full details of how schools will respond to complaints are explained in each school’s Complaints Procedure.
The Council and the school expect anyone who wishes to raise problems to:
- treat all school staff with courtesy and respect
- respect the needs of pupils and staff
- avoid the use of violence, threats of violence, abuse and aggression towards people or property
- recognise the time constraints under which members of staff in schools work and allow the school a reasonable time to respond to a complaint
- recognise that resolving a specific problem can sometimes take some time
- follow the school's complaints procedure when necessary
What you can do
You can make a formal complaint using the form on the Schools Complaint Leaflet below.
How we can help
You can contact us on 01223 706399. We advise parents/carers and the school to resolve difficulties. You will be given the name of an appropriate officer who, if unavailable, will contact you usually within 48 hours. A meeting may be arranged to discuss issues with the school.