All schools in North Lincolnshire want their pupils to do well and be happy. They recognise that you, as a parent/guardian play an important part in making this happen. Schools aim to provide as many opportunities as they can to keep you informed and involved in your child's progress. Regular reports, open days and visits help in this process and offer the chance to deal with any questions and concerns quickly and informally.
However, we recognise that occasionally concerns may continue or differences of opinion develop. These can usually be resolved by speaking to the right person, for example your child’s class teacher or head of year. Most concerns can be settled without too much trouble, whatever the issue, even where you are seriously concerned about your child's future at the school. It is always important to try to find an answer because it is important to avoid any disruption to your child’s continuing education.
If you have tried to resolve your concern informally and you do not feel that it has worked and you continue to have concerns then you may wish to consider making a formal complaint. Schools are required under the Education Act 2002 to have a complaints procedure. They are expected to publicise this procedure and make sure that it is accessible to anyone wishing to use it.
What is a complaint?
A complaint can be made about anything in relation to the responsibilities of the headteacher and the Governing Body, for example issues relating to behaviour and conduct, information sharing, the interests and welfare of your child.
If you believe that a child is suffering or is at risk of suffering harm then you should contact the Children and Young People’s duty team for advice. They can be contacted on 01274 296500.
All schools are required to have anti-bullying procedures. If you have any concerns about bullying you should contact the anti-bullying coordinator at the school for assistance.
What to do first?
- Think your complaint through and any steps taken so far to try to resolve the problem; is there anything else that you think could be done? Remember there is often more than one view about an incident or situation. For example, your child may well be telling the truth but it may not be the whole story.
- You can request a copy of the school’s complaints procedure. This will explain to you the steps in the process, who is responsible for each stage and should give some indication of timescales. Your child’s school may have a member of staff designated to deal with complaints and this person will be able to advise you on the process.
Next steps?
You should put your complaint to the school. You can put your complaint in writing or make an appointment to discuss the issue face to face.
At the first stage your complaint will usually be dealt with by either the headteacher or an appropriate member of staff.
Investigating your complaint may take time and the answers aren't always readily available. However, you should at this point be given an indication of how long it will take to provide you with a response.
If you are still unhappy?
In most cases, the problem is resolved by this stage. However, if you are still unhappy, then you may wish to go to the next stage of the procedure. This should be explained in the school’s procedure document. You may have to write to the Chair of Governors, c/o the school. The Chair of Governors may be able to help resolve the problem informally, possibly by arranging a meeting between those involved or they may invite you to a meeting of the Governors’ Complaint Panel. This is the final step in the procedure, a panel of governors will be called to hear your case and all sides will 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 and ask relevant questions.
The decision of the Governors' Complaint Panel will then be sent in writing to all parties within an agreed timescale.
If you still do not feel that your concerns have been resolved or you are not happy about some aspect of the way in which your complaint has been addressed then the final source of appeal is detailed below:
For all schools (except Academies)
Department for Education
Castle View House
East Lane
Runcorn
Cheshire
WA7 2GJ
Tel: 0370 000 2288 or via online form at www.education.gov.uk.
For Academies:
Academies Central Unit
(Academy Complaints)
Young People’s Learning Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT
Email: academyquestions@ypla.gov.uk.
For some complaints Ofsted may be able to help. In general the issues that Ofsted will look into complaints relating to education standards and attainment for example:
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the school is not providing a good enough education;
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the pupils are not achieving as much as they should, or their different needs are not being met;
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the school is not well led and managed, or is wasting money; or
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the pupils’ personal development and well-being are being neglected.
Ofsted will not become involved in individual issues, mediate between school and parent nor will they make a judgement on the way in which the school has dealt with the complaint.
You can contact Ofsted by email:
enquiries@ofsted.gov.uk
or you can fill in an online complaints form on the Ofsted website.
Tel: 0300 1234 234
National Business Unit
Ofsted
5th, 6th and 7th Floors Piccadilly Gate
Store Street
Manchester
M1 2WD.
The Local Authority is not able to deal with complaints about issues at school but if you would like any further information or advice in relation to the content of this page then please contact Julie.pointon@northlincs.gov.uk.