If you wish to complain - advice for parents

Leicestershire's Children and Young People's Service is committed to providing a wide range of high-quality services through its schools, community colleges and Education support services. If you feel that you have not received the standard of service to which you are entitled, please let us know. Complaints are seen as a positive contribution to maintaining and improving our standards.

If you wish to complain we have a list of contact names and addresses, or you can use our on-line form.

Introduction

Leicestershire’s schools aim to create good relationships with parents and the local community. All schools want to improve and are pleased to receive comments on the service which they provide for children. Parents and other members of the local community often compliment schools; at other times they may want to bring to the school’s attention a concern about a specific matter.

This page explains the process whereby you can make your views heard. The process exists so that your rights as a parent, your children’s rights as pupils and the rights of school staff and governors are all dealt with fairly. Fortunately, complaints are usually resolved informally and it is unusual for the formal complaints process to be used.

Complaints about Schools and Community Colleges

If you have concerns about something which has happened at your child’s school or about a school policy, the Headteacher or Principal of the school or college will need to know.

If you have a complaint relating to youth, adult or community education this should be referred to the Vice-Principal (Community) or Community Tutor of the appropriate establishment.

Unless the matter is extremely urgent, it is helpful to give details in writing or ask for an appointment to discuss the problem. This gives the Headteacher or Principal time to make enquiries and consider any remedies. Most complaints can be dealt with at this level.

If matters have not been settled, the next step is to write down details of your complaint and send these to the Chair of Governors of the school or college. Correspondence for the Chair can be forwarded via the school or college or sent to Administration, Committees and Secretariat, Children and Young People's Service (address in the Contacts Section) who are able to forward any correspondence to the Chair’s home address.

The Chair of Governors should be able to resolve the complaint either by telephone, in writing or by arranging a meeting.

If, after the Chair of Governors has investigated your complaint, you are still not satisfied, then you can ask the Chair to call together a Governors’ Complaints Panel. If a decision is taken to convene a Panel, it will hear all the facts and make a decision about the complaint. An officer of the Children and Young People's Service may advise both parties to the complaint on procedures.

Department for Education and Employment

Secretary of State

If you feel that the procedures followed in dealing with your complaint against a school or college were incorrect, you can ask the Secretary of State for Education and Skills to investigate the way in which your complaint was handled.

Complaints about Leicestershire's Children and Young People's Service

If you are dissatisfied with a service you have received from the Children and Young People's Service, write to the Director of Children's Services. this will ensure that your complaint is investigated and that you are kept informed of the outcome of enquiries. Alternatively you may ask the County Solicitor or your local County Councillor to help with your complaint.

Local Government Ombudsman

If you have complained to the County Council about a service and still feel you have suffered an injustice you can ask for your complaint to be examined by the Local Government Ombudsman. The Ombudsman is independent of the County Council; there is no charge for the service, which is confidential.