It should not be used as a substitute for an investigation during the formal stages of the complaints procedure. Concerns about statutory assessments of special educational needs should be raised direct with local authorities. Under Section 29(1)(b) of the Education Act 2002, you must publicise your complaints procedures. If the complainant wishes to raise a formal complaint, you should not attempt to prevent this by insisting on informal resolution first. Most school bus drivers operate drama-free and safe buses. We recommend this is made clear in complaints procedures. Guidance to support effective delivery of remote education is available. However, you should notify complainants that the matter is being addressed. While DfE’s expectations are that schools will adopt our best practice recommendations, schools can apply alternative processes if they have good reason to. In this guidance, we use: Under section 29(2) of the Education Act 2002, governing bodies of maintained schools must ‘have regard to any guidance given from time to time (in relation to England) by the Secretary of State’ when establishing and publishing complaints procedures relating to their school and any facilities or services the school provides. The decision to stop responding should never be taken lightly. This will depend on the nature of the complaint. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk. However, we may accept independently notarised transcriptions of recordings. Sir, I am Jason Atkins and I am a student of 8th grade at your school. The exception to this is when a complaint is made against the whole governing body and they need to be aware of the allegations made against them, to respond to any independent investigation. If appropriate, the clerk could ask for support from the: The process of listening to and resolving complaints can contribute to school improvement. As information generated by a complaint may not form part of the pupil record, you should consider how best to store this information. All schools must have a complaints policy, which sets out their framework for handling complaints. They do not have to explain why. Ofsted will consider complaints from parents that relate to the school as a whole. There may be occasions where complaints are made or continue to be escalated after a child has left the school. 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. A state complaint is just one way to resolve a dispute under IDEA. Contact the principal to lodge your complaint if it concerns any alleged wrongdoing or student harm matter involving state school staff. If an individual’s behaviour is a cause for concern, they can be asked to leave school premises. improve the effectiveness of the complaints procedure. Piccadilly Gate The Secretary of State for Education is the prescribed person for matters relating to education for whistleblowers who do not want to raise matters direct with their employer. Don’t include personal or financial information like your National Insurance number or credit card details. To prevent any later challenge or disagreement over what was said, brief notes of meetings and telephone calls should be taken. You’ve accepted all cookies. You will need to ensure these are investigated and dealt with to the full extent of the complaints procedure. Manchester We may also ask for the written consent of all recorded parties. All parties should agree in advance to being recorded. You’ve accepted all cookies. There are several means of resolving conflicts with the school system, including mediationand due process. You must not have ‘blanket’ policies of refusing to consider any complaints not lodged, or escalated, within the stated period. It’s common practice to ask for complaints to be made using a complaint form or in writing. Sample application letter to complaint against the teacher, lecturer, professor in school, college, university, hostel warden etc. Schools are data controllers in their own right and you have the discretion via your policies to decide for yourselves whether to allow complainants to record meetings, if it’s not required for the purposes of a reasonable adjustment. Don’t worry we won’t send you spam or share your email address with anyone. ... you can file a formal complaint. The data should be stored securely and, where appropriate, encrypted to maximise security. To help us improve GOV.UK, we’d like to know more about your visit today. This applies both to maintained schools, Academies and independent schools. All schools must have a complaints procedure and should publish this on their website. )You also can consider less formal options, such as negotiation and … Write the name of the school administration’s head under which the school canteen comes. Individuals wishing to exercise this option should seek independent legal advice. We will not provide explicit advice on what a school should do, unless we are asked to provide a view on any relevant legislative underpinning, but we can explain what options may be open to a school to choose from. Let the principal know you want to use a support person when making the complaint. Please contact the school and obtain a copy before making your complaint. Complainants who are dissatisfied with the content of the daily act of collective worship (DACW) should be signposted to: Parents and carers can withdraw their child from any aspect of RE, including the DACW. To appoint governors from another school onto the complaints committee, you must enter into a formal collaborative arrangement with another maintained school. The school principal manages the school on a day to day basis. Occasionally, you may become the focus of a campaign and receive large volumes of complaints: We recommend you include a separate procedure in your complaints policy to handle complaints of this nature. If you choose to adopt our model policies, you must tailor them to your school. Schools can consider holding records of complaints separate to their pupil records (while a complaint is ongoing) so that access to them can be maintained. Contact your local council or call the police on 101 if you’re told a child is at risk. Generally, send your complaint letter to the school first. Some complaints fall outside the school’s complaints procedure, for example: Complaints not in scope lists complaints that are not covered by this procedure. Formal complaint. In some cases, individuals can be barred from entering school premises. Schools should take informal concerns seriously and make every effort to resolve the matter as quickly as possible. (If you file a state complaint at the same time, the state must put aside any part of your complaint that’s being addressed in the due process hearing . If the decision is confirmed, the individual should be notified in writing, explaining: Once the school’s appeal process has been completed, individuals who remain barred may be able to apply to the Courts for a review of the schools decision. We generally consider that governors with no prior exposure to the complaint are suitably impartial, unless the complainant provides us with evidence to the contrary. Once you’ve decided that it’s appropriate to stop responding, you will need to inform the individual. If this isn’t practical, you may wish to make a written complaint. Take care not to overlook any new aspects to the complaint that you may not have previously considered. If a complainant tries to re-open the same issue, you can inform them that the procedure has been completed and that the matter is now closed. However, some of these organisations charge schools a fee to access information and advice. You’re free to adopt your local authority’s model policy if one is provided. We’ll usually only intervene when it is expedient or practical to do so and a governing body or local authority has: Any such intervention will usually be in accordance with the Secretary of State’s powers under Sections 496 and 497 (and 497A in relation to LAs) of the Education Act 1996. The complaints procedure must also set out the steps to follow if the subject of the complaint is: There may be occasions when it’s necessary or reasonable to deviate from the published complaints procedure. TURN IN THE COMPLAINT FORM: Make a copy for yourself before turning it to the appropriate person at your school. A complaints procedure should cover all complaints about any provision of community facilities or services that a school provides other than complaints for which there are separate (statutory) procedures, including those listed below. 2002, you should consider how best to store this information to a person’s ability act! Support of their request, as appropriate, in some cases, individuals can be informally... Office can provide advice to schools on data processing and retention Education from child Law advice for. And efficiently as possible and data Protection act 2018 and GDPR wrongdoing student... Permits it many issues can be asked to consider any complaints not,! 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