Complaints about schools

Many parents and children are content with their school, and most experience a happy school life – but sometimes problems do arise. This fact sheet is aimed primarily at parents and young people who are experiencing problems about school-related matters.

The LGO currently considers complaints about:

• school transport services (Fact sheet E7)
• special educational needs (Fact sheet E6)
• student support (Fact sheet E4)
• school admissions (Fact sheet E2)
• permanent exclusions from a school (Fact sheet E1)

The information below explains how to complain about other school issues

What can I do if I am concerned about my child's school?

• Let the school know about your concerns as soon as possible. Many complaints can be resolved quickly and informally. All schools are required to have a complaints policy which you can ask for. It will set out how you can go about getting your concerns addressed. This will usually involve raising the issue with the headteacher followed by a complaint to the school governors if you remain dissatisfied.

What can I do if I am not happy with the school’s and governing body’s responses?

• Local authorities are responsible for education in their area, and may be able to offer guidance and advice about state-funded schools. These include community schools, foundation schools, voluntary aided and voluntary controlled schools (but not academies). Your council’s website will contain information about the number and type of schools in its area. If you are not sure if your school is state-funded visit www.edubase.gov.uk.
   
• If your complaint is unresolved and you feel that the school has behaved unreasonably about your concerns, there are two channels you can take depending on where the school is. You can write to the Secretary of State for Education (unless the school is a state school in Barking and Dagenham, Cambridgeshire, Medway or Sefton). Write to:

The Secretary of State
Department for Education
Sanctuary Buildings
Great Smith Street
London SW1P 3BT

Telephone: 0870 000 2288
www.education.gov.uk

• If your school is a state school in Barking and Dagenham, Cambridgeshire, Medway or Sefton councils, you can complain to the LGO. This is because these are the first ‘pilot’ areas where the Ombudsman’s power to investigate complaints is being extended to consider parent and pupil complaints about state schools. The Secretary of State will no longer consider complaints about schools in the areas where the Ombudsman has the power to deal with complaints. By September 2011 the Ombudsman’s power to deal with these complaints should extend to all state schools.
• To complain to the Ombudsman phone our Advice Team on 0300 061 0614 or 0845 602 1983 (8.30am to 5.00pm, Mondays to Fridays). You will be able to discuss your complaint with one of our advisers. You can text us on 0762 480 4299.
• You can complete an online complaint form at www.lgo.org.uk/making-a-complaint, or you can email us at advice@lgo.org.uk.

Complaints about academies

• Academies operate independently of local authorities, and we cannot currently look at complaints about them. If you have a complaint about an academy which you have been unable to resolve you should contact the Young People’s Learning Agency.

Independent schools

• If your complaint is about an independent school or a place that provides education only for students over age 16 contact:
   

Independent and Boarding Team
Department for Education
Mowden Hall
DARLINGTON
DL3 9BG
Telephone: 01325 392159

Ofsted

• As well as inspecting schools and monitoring how they perform, Ofsted also consider complaints if they affect the school as a whole. For example:
  
  • the school is not providing a good enough education
  • the pupils are not achieving as much as they should, or their different needs are not being met
  • the school is not well led and managed, or is wasting money
  • the pupils’ personal development and well-being are being neglected.
• You can contact Ofsted by calling their hotdesk from 8am to 8pm Monday to Friday on 08456 404045 or by email enquiries@ofsted.gov.uk.
• Staff on their helpdesk will discuss your concerns with you and advise you whether or not to put your complaint in writing to them. To make a formal complaint you can write to:

Enquiries
National Business Unit
Ofsted
Royal Exchange Buildings
St Ann’s Square
Manchester
M2 7LA

• For more information visit www.ofsted.gov.uk/Ofsted-home/Footer/How-to-complain.
   

Other sources of information

• Department for Education website at www.education.gov.uk/
• Advisory Centre for Education (ACE) www.ace-ed.org.uk or ring their freephone advice line on 0808 800 5793 (Monday to Friday 10.00 - 5.00)
• If you are not sure if your school is state-funded visit www.edubase.gov.uk
• Young People’s Learning Agency thirdsector.lsc.gov.uk/transitionarrangements/ypla/
• For complaints to Ofsted: www.ofsted.gov.uk/Ofsted-home/Footer/How-to-complain

Our fact sheets give some general information about the most common type of complaints we receive but they cannot cover every situation. If you are not sure whether we can look into your complaint, please phone 0300 061 0614.

Date Updated: 14/05/10