Complaints about schools
From 1 September 2003, governing bodies of all maintained schools and nursery schools in England are required, under Section 29 of the Education Act 2002, to have a publicised procedure to deal with complaints relating to the school and to any community facilities or services that the school provides.
Schools' general complaints procedures are based on local authority (LA), Diocesan Board or other models. Ealing is currently reviewing its procedure and guidance to schools in order to provide a broad framework for handling complaints against schools.
Schools are managed locally by the headteacher and governing body. Complaints against the school must be directed to the school. A copy of the school's complaints procedure can be obtained from the school office.
Stage 1: Discuss concerns with the appropriate member of staff
Discuss your concerns with the appropriate member
of staff, who will inform you what action will
be taken. If you are not satisfied with the solution
offered, you may then refer the complaint to a member of the
leadership team, eg: head of year, deputy head or the
headteacher.
Stage 2: Referral to the headteacher
The headteacher will acknowledge the complaint orally or
in writing. The headteacher will then arrange a meeting to
discuss the complaint fully, and start an investigation. At
the end of the investigation, the headteacher will let you know the
outcome/decision.
If you are not satisfied and wish to pursue the complaint further, send a written complaint (giving full details) to the Chair of Governors, marked private and confidential and addressed to the school.
Stage 3: Review by the governing body
The complaint will be investigated by the
governors' complaints panel. You will be notified of the outcome in
writing. The letter will explain the outcome of the
investigation and your right of appeal.
Stage 4: Appeal to the governing body
The intention to appeal should be made in writing
to the Chair of Governors within the specified time. An appeal can
only be made against the procedures followed or if available
information was not taken into account - not against the decision
itself.
Ealing LA's involvement with general complaints against schools is limited to providing advice to parents/members of the public, and ensuring that the school's general complaints procedure has been followed.
Ealing LA will not comment on the decision made by headteachers,
governing bodies or appeals panels.