Occasionally, complainants contact DfE because they do not believe the school’s headteacher or governors will consider their complaint impartially. Local Ministry office: Statutory Intervention complaints. You should provide their name, contact details and relationship to you. Don’t worry we won’t send you spam or share your email address with anyone. Anyone has the right to raise a new complaint at any time and failure to respond could result in the school failing to act reasonably. All content is available under the Open Government Licence v3.0, except where otherwise stated, School complaints procedures: guidance for maintained schools, Handling complaints during the coronavirus (COVID-19) outbreak, The difference between a concern and a complaint, Our role in relation to complaints about maintained schools, Managing serial and persistent complaints, nationalarchives.gov.uk/doc/open-government-licence/version/3, Guidance to support effective delivery of remote education, Understanding and dealing with issues relating to parental responsibility, Section 29(1)(b) of the Education Act 2002, Coronavirus (COVID-19): guidance and support, Transparency and freedom of information releases, the quality of education being provided, including remote education, must - where a school has a legal duty to do (or not do) something, can - where a school has a legal power (not a duty) to do something, parents or carers of children no longer at the school, addresses all the points at issue and provides an effective response and appropriate redress, where necessary, provides information to the school’s senior management team so that services can be improved, you ask the complainant at the earliest stage what they think might resolve the issue - an acknowledgement that the school could have handled the situation better is not the same as an admission of unlawful or negligent action, when responding to a complaint, you advise the complainant of any escalation options at each stage of the procedure - for example, when communicating the outcome of the stage 1 process, include the details of the stage 2 process, wherever possible, procedures state what you ‘will’ do rather than what you ‘should’ or ‘may’ do, from complainants unconnected with the school, sending a template response to all complainants, publishing a single response on the school’s website, send the complainant details of the new deadline and explain the delay, allow a reasonable timeframe for complaints to be raised after an incident arises, lawful - it complies with education and other law, including human rights and equality law, such as the, there is always a mechanism by which decisions are considered independently, to put right things that may have gone wrong, provide a helpful mechanism for discussion when a concern is raised, help to rebuild the relationship between parties once all of the investigative stages of the complaints procedure have been completed, complaints against school staff are dealt with by the headteacher (stage 1), then a committee of members of the governing body (stage 2), complaints against the headteacher are dealt with by a suitably skilled member of the governing body (stage 1) and then a committee of members of the governing body (stage 2), associate member of another governing body, governor services team at the local authority. To appoint governors from another school onto the complaints committee, you must enter into a formal collaborative arrangement with another maintained school. Complaints can be about a statutory appointee working in a school. If a school employee is a witness in a complaint, they may be entitled to bring union or legal representation. This must be publicised and many schools choose to do this by making the policy available on the school’s website. by a third party acting on behalf of the complainant, how any decision to allow recordings may affect any third parties called to act as witnesses, the impact and consequences on the individuals involved in the complaint in the event recordings are lost or leaked, record the progress of the complaint and the final outcome, determine who is responsible for these records and make sure the data is kept secure, the local authority’s governor services team, reach a conclusion in the interests of drawing the complaint to a close, the conclusion and reasons for any decisions in writing, under the school’s child protection and safeguarding policy, in accordance with relevant statutory guidance, the local Standing Advisory Council on Religious Education, a complainant is being prevented from having their complaint progress through the published complaints procedure, we have evidence that the school is proposing to act or is acting unlawfully or unreasonably, failed to act in accordance with its duties under education law, acted (or is proposing to act) unreasonably when exercising education related functions, calling the National Helpline on 0370 000 2288, complaints which are obsessive, persistent, harassing, prolific, repetitious, insistence upon pursuing unmeritorious complaints and/or unrealistic outcomes beyond all reason, insistence upon pursuing meritorious complaints in an unreasonable manner, complaints which are designed to cause disruption or annoyance, demands for redress that lack any serious purpose or value, you have taken every reasonable step to address the complainant’s concerns, the complainant has been given a clear statement of your position and their options, the complainant contacts you repeatedly, making substantially the same points each time, their letters, emails, or telephone calls are often or always abusive or aggressive, they make insulting personal comments about or threats towards staff, you have reason to believe the individual is contacting you with the intention of causing disruption or inconvenience, restrict the individual to a single point of contact via an email address, limit the number of times they can make contact, such as a fixed number of contacts per term. In some cases, injunctions and other court orders have been issued to individuals preventing them from contacting schools direct. If an individual’s behaviour is causing a significant level of disruption, regardless of whether or not they have raised a complaint, schools can implement a tailored communication strategy. Your procedure should set realistic and reasonable time limits for each action within each stage. Complaints about staff are dealt with under the school’s internal disciplinary procedures, if appropriate. Contact your local council or call the police on 101 if you’re told a child is at risk. If the whole governing body is aware of the significant detail of a complaint (that is not collectively against them) before the final stage has been completed, you can consider arranging an independent committee to hear the complaint. The duty to establish procedures for dealing with complaints lies with the governing body. You’ve accepted all cookies. The aim of the governors committee should be: We recognise there are occasions where legal representation may be appropriate.

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