School complaint

The formal route for raising something with a school. Following the stages in order is what makes it work.

What it is

Every school must have a published complaints procedure. It normally runs in stages: informal to the class teacher, formal in writing to the headteacher, then a panel of governors.

For academies there is a further stage to the trust, and then to the Department for Education's ESFA.

Where it applies

Parents, carers and anyone else with a concern about the school.

How it works

The stages exist to be used in order. A complaint sent straight to governors or to Ofsted is usually returned to the beginning, which costs weeks.

Some things are outside the ordinary procedure and have their own statutory routes: exclusions, admissions appeals, SEND provision under an EHCP, and safeguarding allegations about staff, which go to the local authority designated officer.

What you can ask for

Put it in writing, dated, with what you want to happen. "I would like X to be reinstated by Friday" is a complaint; "I am unhappy" is a feeling.

Ask for the timescales in the school's own policy and hold them to them.

Keep it to facts and dates. Panels respond to a timeline.

Where to get help

The school's website for the policy. SENDIASS if it involves SEND. The ESFA for academies once the trust stage is done; the council's school complaints team for maintained schools.