School complaints

Concerns and Complaints

Guidance for maintained schools (2015)

The Education Act 2002 requires all maintained schools and maintained nursery schools to have a procedure for dealing with complaints relating to the school, except where these are covered by other statutory complaints procedures. The school's complaints procedures must also cover complaints relating to any community facilities or extended services that the school provides. Schools are therefore advised to ensure that all users of their premises have their own complaints procedures.

Lancashire County Council has developed a model procedure for schools to use in dealing with concerns and complaints.   The governing body may adopt this model, adding their own school references, and can adapt the procedure as appropriate to suit the circumstances of the school.

Additional materials which may be of use to schools and governing bodies in dealing with concerns and complaints are listed below.

The school complaints procedure must be available to parents and others on request, and should be published on the school's website. In addition the governing body should ensure that

• the school's complaints procedure has been formally approved at a governing body meeting;
• the school maintains a register of complaints;
• a complaints appeals committee is established and the terms of reference and membership of the committee are reviewed annually.

The Local Authority or, in the case of church schools, the Diocesan/Church Authority's role is prescribed by legislation. The LA, in its advisory role will explain to complainants:

• that schools are self-managing and are responsible for administering procedures that deal with complaints made against them
• the appropriate procedures for their complaint and refer them to the headteacher, chair of governors or clerk as appropriate.