A complaint can be brought by a parent of a registered child at the school or any person who has been provided with a service or a facility at the school. As such, Governing Bodies of schools are required by law to have a complaints procedure in place to deal with complaints relating to aspects of the school or the provision of facilities or certain services at the school. There is also a requirement for this procedure to be publicised.
Raising your complaint
If you have a concern or complaint regarding the services a school provides, this should be raised with a member of school staff either in person, by telephone or in writing. You should be given an opportunity for discussion of your concerns informally with the appropriate member of staff.
If, however, you wish to make a complaint about a particular teacher, or another member of staff, you should initially make your complaint to the Headteacher of the school concerned. You may need to make an appointment to discuss these concerns further.
Where possible, complaints should be resolved informally. In this instance we recommend that a meeting is arranged to discuss your concerns. At this stage:
- You may wish to bring a friend to any discussion;
- The member of staff dealing with the concern should make sure that you are clear as to what action (if any) or monitoring of the situation has been agreed;
- The process should be completed speedily and concluded in writing with appropriate detail;
- Where no satisfactory solution has been found, you should be informed that you can consider making a formal complaint in writing to the Headteacher which will take matters to stage 1 on the complaints procedure.
Hackney Learning Trust has no formal responsibility for resolving complaints regarding the services provided by a school. We have, however, produced a model complaints’ procedure which schools may choose to adopt – either in its entirety or amended/adapted to meet the school’s individual requirements. A copy of this Model Complaints’ Procedure can be downloaded here and the School Complaints’ Form can be downloaded here.
As such, complaints’ procedures may vary from school to school. You should, therefore, speak to the school to confirm what their procedure is.
My complaint is about a service provided by Hackney Learning Trust and does not relate to the school
If your complaint relates wholly to a service provided by Hackney Learning Trust, there is a separate procedure to follow. More information on this can be found on Hackney’s website. Go to Hackney Council - Complaints
Please note, however, that complaints about services provided by a school fall outside of the LBH complaints’ procedure – it is for the school and governing body to respond to these through the school complaints’ procedure as above.
Help & advice with your complaint
For further advice in this issue you can contact Paul Kelly, Interim Head of Wellbeing and Education Safeguarding on 020 8820 7325.
Although Hackney Learning Trust has no formal responsibility for resolving school complaints, officers in the Admissions and Pupil Benefits Team can provide advice and guidance to schools, parents/complainants on the procedures. You can call the team on 020 8820 7402 / 7396 / 7501.
Any complaint brought to the attention of the Headteacher that suggests that a child has been at risk of significant harm through violence, emotional abuse, sexual interference or neglect may be referred without further notice to Hackney Social Services and/or to the social services authority for the area in which the child lives. If a social services authority decides to investigate a situation this may postpone or supersede investigation by the headteacher or governing body.