Complaint about a School or a Teacher

Step 1
You should speak directly to the headteacher. It is a good idea to make an appointment to visit the school so that you can personally explain the nature of your complaint.

If the complaint is against the headteacher you should write to the Chair of the school's governing body; their name can be obtained from the school or from the Governor Support team in the Learning and Care Directorate on 01628 796960.


Step 2
If you feel the headteacher has not dealt with the matter in a satisfactory way, you should write to the Chair of the school's governing body and ask that the governors look into your complaint.

The Chair of Governors may first respond to your complaint informally. If you are not happy with this response you may ask the governing body to convene its complaints review panel.

If you do not know the name of the Chair it can be obtained from the school or from the Governor Support team in the Learning and Care Directorate on 01628 796960.

You can send a copy of your letter to the Education Complaints Officer at the Town Hall.


Step 3
If you are dissatisfied with the way in which the headteacher and the governors have dealt with your complaint, the next step is to write to the Education Complaints Officer at the Town Hall.

Mark the envelope 'Confidential.' In your letter you should explain your complaint in full, so that it can be investigated on your behalf. The more information you can provide the better. If possible, enclose copies of all correspondence and your response from the Chair of Governors.

We will acknowledge your letter within three working days and aim to post you a detailed reply within 10 working days of the acknowledgement letter.


Step 4
If you are dissatisfied with the outcome of the investigation, you can complain to the Head of Children and Young People in writing. They will acknowledge receipt of the letter within three working days.

The Head of Children and Young People will review the matter and will expect to send a written response within 10 days. This step will normally be regarded as the final step in the progress of the complaint.


Step 5
If Step 4 fails to resolve matters to your satisfaction, you may write to the Chief Executive in accordance with the Corporate Complaints Procedure. A separate information leaflet is available on this.


Further Steps
The Education Complaints Officer can provide further advice on the next steps in the complaints procedure. Please contact 01628 796721.

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