Complaints procedure - Something that has happened at school
Help for parents of Nursery, Primary and Secondary School Aged Children
Governing bodies of all maintained schools and maintained nursery schools in England are required by law to have in place a procedure to deal with complaints relating to the school and to any community facilities or services that the school provides.
The responsibility for dealing with general school based complaints lies solely with the school.
Local Education Authorities are required to have a procedure for dealing with certain types of complaints, for example, complaints about the curriculum or collective worship in a school.
The school based complaints procedure does not replace the arrangements made for those types of complaint. By law each school is required to have its own individual complaints procedure.
All the schools under Wolverhampton Local Education Authority want their children to do well and be happy. They recognise that you as a parent/guardian play an important part in making this happen. Therefore, schools aim to provide as many opportunities to keep you informed and involved in your child's progress as they possibly can. Regular reports, open days and visits all helping in the process. Questions and concerns are usually dealt with quickly and helpfully.
However, we recognise there are times when things go wrong, when concerns continue and differences of opinion develop. These can usually be resolved by speaking to the right person.
Most concerns can be settled without too much trouble, but whatever the issue, even where you are seriously concerned about your child's future at the school, it is always important to try and find an answer. Disruption to a child's education would be the most damaging result of all.
What to do first
Take a few minutes to read this page. Then think the complaint through.
What actually happened?
Remember there is often more than one view about an incident or situation. For example, you may not be aware of all the facts and your child may well be telling the truth but it may not be the whole story.
What do you want to complain about?
What do you hope will happen as a result of your complaint? It might help to talk this through with a friend or relative.
When making a complaint, remember that although you want to change a situation, you want it to end on a positive note with no bad feelings. In order to do this you should try to follow the procedures carefully and always try not to put yourself or anyone else into a corner.
What to do next
When you are clear in your own mind as to what you believe has happened, you then need to speak to someone at the school. Contact the Headteacher to arrange such a meeting.
Although some schools, particularly for younger children, can arrange to see parents who just 'pop in', this is not generally possible.
It is always best to try to make an appointment where you can sit and talk things through calmly and without interruption.
Investigating complaints does take time and the answers aren't always readily available, but you will at least be able to consider whether the action taken (or not taken) was reasonable and whether any further steps taken by the school would solve the problem.
If you are still unhappy
In most cases the problem will be solved by this stage.
However, if you are still unhappy you should contact the Chair of Governors. You can do this by writing a letter to the Chair of Governors, care of the school.
Alternatively contact the school via:
Governors Support Team
Education Service
Wolverhampton City Council
Jennie Lee Centre
Lichfield Road
Wednesfield
Wolverhampton
WV11 3HT
In you letter you should request a meeting to discuss your concerns further.
If after this, you are still not satisfied, then you could ask to make a formal complaint to the Governing Body.
A copy of the complaints procedure can be requested from the school to guide you through the process.
Complaints to the Governing Body
As this is a serious step to take, it is important that you have thought things through carefully and that every possible attempt has been made to resolve your concerns by other means.
Normally, a panel of Governors will be called to hear your case and all sides may be asked to submit a written statement.
You will also be invited to attend any hearing that is held, to present your side of the story before the panel makes a decision.
If you are still unhappy
If, after the Governors have dealt with your complaint, you are still unhappy with the decision and feel that the Governing Body have acted unreasonably, you can consider complaining to:
Secretary of State for Education
Department for Education and Skills
Sanctuary Buildings
Great Smith Street
London
SW1P 3BT
Further information
For further information about school complaints, use our online e-form (secure).
Alternatively, you can write to Mr R Neilson or Mrs H Perkins at:
Pupil and Student Services
Education Service
Lifelong Learning
Wolverhampton City Council
Civic Centre
St. Peter's Square
Wolverhampton
WV1 1RR
Phone: 01902 554105
E-mail: schoolbasedcomplaints@wolverhampton.gov.uk (insecure)
Related internet links