Complaints procedure - schools

We all want children to do well and be happy at school, and for most children in Coventry, schools days are trouble free. Parents play a big part in making sure their children enjoy school. Visits, regular reports and open days help to keep parents up-to-date with what is happening and how their children are getting on.

Queries or worries are by and large dealt with promptly and helpfully. However, there may be times when you will have comments, suggestions or complaints to make.

What can you do if you have a concern or complaint about a school?

Most complaints will be raised by parents, but other individuals or organisations may feel they have cause to complain. What follows is general advice about the practical steps you can take to raise your concerns. If you are a child, you can follow the same steps.

The governing bodies of all maintained schools are required to have, and to publish, a procedure for dealing with complaints relating to the school, and to any community facilities or services that the school provides.

Some complaints are covered by special (some of them statutory) procedures. For example, applications for school places, exclusions from school, special educational needs provision, or the curriculum, including religious education.

Whatever it is, the important thing is to talk to someone at school as soon as possible. That may be all that is needed to solve the problem. By taking this step, the head teacher or other senior member of staff can also advise you if your concern is a matter which will be dealt with through a special procedure.

Full details of the procedure for a particular school are available from the school - follow the link for school contact details.

Step One

Remember there is more than one view of every incident. This is not to say we should doubt what a child or another adult has said, but keep in mind it may not be the whole story.

After weighing up what you think has happened, arrange to discuss it with your child’s teacher, or another senior member of staff. They will respond immediately whenever they can, but please do not confront them in the classroom or if they are on duty elsewhere in the school. Sorting out complaints takes time. Make an appointment so as to give everyone involved enough time to talk through what happened. Listen to the other side of the story. In the light of what you now know, do you feel differently? Was action staff took reasonable? Make sure you talk through the next steps. “What do you think we can do now?”or “Where do we go from here?”

If you are not satisfied with the response you get, make an appointment to meet informally with the head teacher.

You may prefer to have an informal talk with a member of the school’s governing body, possibly a parent governor, but remember that it will need to be taken up with staff of the school if you are to get an answer to your query. A list of school governors is available at the school.

Or, you may wish to speak to the Education and Library Service Customer Liaison Officer, on 024 7683 1569. They are based in the Council Offices, Civic Centre 1, Earl Street, Coventry CV1 5RS. The offices are open between 8.30am - 5.00pm Monday to Thursday, (4.30pm Friday).

Their job is to help you find the best way to take up your complaint. They will listen, ask questions, and give you advice on how best to do this, including giving you advice about special services you might need, for example a British Sign Language interpreter; documents in large print; help with writing letters, or information about other agencies which might be able to help. They will not take sides, nor can they take up your complaint for you. They will treat everything you say in total confidence and will not share information with anyone else without your permission, except where your complaint concerns allegations of theft, fraud, health and safety, or child abuse. In these circumstances, they are required to notify the appropriate officer within the City Council.

Step two

If informal discussion with the head teacher has not resolved the problem, you can consider making a formal, written, complaint. This should be to the head teacher, or if your complaint is about the head teacher, it should be to the chair of the governing body. Keep a copy, as you may want to refer to it later.

The head teacher (or chair) will write to acknowledge receipt of your complaint and will also give a brief explanation of the school’s complaint procedure and the target date for replying to you. The head teacher or other nominated senior member of staff (or chair) will carry out an investigation. Normally this will be within ten working days. They will probably contact you to discuss your complaint so as to be sure all your concerns are understood and will be looked into. You can expect to be given at least three days notice of a meeting if they want to discuss your complaint face to face. Every effort will be made to see that the date and time is convenient for you. You will be able to take a friend or representative with you. If there are any delays in the procedure, you will be given an explanation, and revised target date. You will be informed in writing of the outcome

Step three

If you are not satisfied with the response, you may have a right of appeal to the governing body. The school's complaint procedure will set this out.

Step four

In certain circumstances, appeal beyond the governing body may be made to the Director of Education and Libraries, and the Customer Liaison Officer will provide advice on this; or to the Secretary of State for Education, Department for Education and Skills, Sanctuary Buildings, London.

If you need help or more information

For general advice, contact the Education and Library Service Customer Liaison Officer, on 024 7683 1569. They are based in the Council Offices, Civic Centre 1, Earl Street, Coventry CV1 5RS. The offices are open between 8.30am - 5.00pm Monday to Thursday, (4.30pm Friday).

The Department for Education and Skills publishes a series of booklets "Resources For Parents by Parents" which includes "Formal Meetings with Teachers", "Making the Most of Parent's Evenings", "How is Your Child Doing at School?" To order, phone 0845 60 222 60

Some useful websites are:

Contact details

Customer Liaison Officer
Council Offices
Civic Centre 1
Earl Street
Coventry
CV1 5RS
Tel: 024 7683 1569

The offices are open between 8.30am - 5.00pm Monday to Thursday, (4.30pm Friday)

Coventry City Council

Complaints about schools