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Complaints Procedures for Schools in Dudley - Guidance for Parents and Others
Introduction
This leaflet gives guidance to parents and the wider community about raising concerns and making complaints about Dudley schools. Every school has a detailed policy which describes how complaints will be addressed. This leaflet offers general guidance on these processes.
Complaints dealt with directly by the school may include for example:
- Bullying
- Discipline
- School outings
- Uniform
Most parents get on well with the Headteacher and staff at their child’s school, and schools and teachers try to keep parents informed about school policies and their child’s work. Any questions or worries that arise from time to time are usually answered promptly and helpfully. However, there may be times when parents consider their problems have not been dealt with properly and they wish to complain.
The following stages describe what you should do if you need to complain.
Step one - talk to the headteacher
(or appropriate senior member of staff)
You should:
- contact the Headteacher at your child’s school to discuss the problem.
- make an appointment so that time can be allowed to hear your concerns fully.
The Headteacher (or representative) will:
- wherever possible respond to your complaint immediately OR, where this is not possible
- investigate your complaint and respond in writing within 10 school days OR
- invite you to a meeting to explain the outcome.
There are some issues that the Headteacher will not be able to deal with because they are the responsibility of the Council rather than the school (for example, school transport). If this applies in your case the school will ask you to contact the Directorate of Children’s Services.
If you are not satisfied with the response you receive from the Headteacher you should go to the next step of the complaints procedure.
Step two - contact the governing body
The Governing Body works closely with the Headteacher to:
- promote a high standard of educational achievement.
- take general responsibility for the conduct of the school.
- make sure that the National Curriculum is taught.
When raising your complaint with the Governing Body you should:
- contact the Governing Body of the school in writing (the name and address of the person to whom you should write will be provided by the school).
- send your letter to the Governing Body within four weeks of the discussion with the Headteacher.
- give clear details in your letter of your complaint.
The Governing Body will:
- acknowledge your letter within 10 school days (excluding holidays and weekends).
- tell you what arrangements have been made for your complaint to be considered.
- provide the opportunity for you to discuss your letter in more detail with the Governors dealing with the complaint, when you may take a friend or advisor with you. If your complaint can be put right straight away this should not be necessary.
- investigate your complaint thoroughly within 20 school days.
- write to you within 5 days of completion of the investigation explaining the results and telling you of any action that has been recommended to put matters right. A copy of the letter will also be sent to the Directorate of Children’s Services.
If you are not satisfied with the response you receive from the Governors you may ask for your complaint to be referred to the next stage of the complaints procedure.
Step three - contact the Directorate of Children's Services
The Directorate has a responsibility to draw its concerns to the Governing Body and use its influence as necessary to ensure that schools raise standards.
You should:
- write to the Director of Children’s Services at the address overleaf.
- give full details of your complaint and attach relevant papers.
The Directorate will:
- acknowledge your letter within 3 working days.
- investigate the way in which your complaint has been dealt with.
- write to you within 21 days explaining the outcome of the investigation and any recommendations.
- contact your school advising them of the outcome and, where appropriate, the steps needed to put matters right.
Where the complaint remains unresolved it can be submitted to the Secretary of State on the grounds that the Governing Body or the Council are acting unreasonably.
Where there are other ways of appealing or complaining you will be given advice about what to do. These are some examples of when there are other procedures:
- Admissions to Schools
Guidance notes are issued to parents wishing to appeal against a decision not to give their child a place at the parent’s preferred school.
- Suspension or Exclusion of Pupils from School
The letter sent by the Headteacher to parents in these cases will explain the rights of appeal.
- Additional Educational Provision (special needs)
Information and guidance notes about appeal procedures are available to parents in a separate booklet.
- School Re-organisation Proposals
Public notices are issued giving details of when a new school is proposed or proposals for an existing school to be closed or amalgamated. The notices will explain how individuals can express their views.
The aim of the Directorate of Children’s Services is to:
- ensure that all those who complain are treated fairly and consistently;
- ensure that concerns and complaints are dealt with within a given period of time;
- provide a structured process if complaints need to be taken further;
- use information from complaints to improve our service and to raise standards in schools.
© 2005 - 2008 Dudley Metropolitan Borough Council, Council House, Priory Road, Dudley, West Midlands, DY1 1HF