Schools

Schools complaints procedure

Background Information

From time to time, the Children's Services Department receives complaints about schools from members of the public. Changes in the law have now put most of the responsibility for dealing with complaints in the hands of the head teachers of schools or the School Governors.

How to Proceed

Step 1

Contact the school to discuss your problem or complaint. The School Office will be able to assist you in making arrangements to see class teachers, senior members of staff and the Head Teacher. In most cases your complaint will be dealt with to your satisfaction.

Step 2

However, if you wish to take your complaint further, contact the Chair of the Governing Body for the school, via the school or the Children's Services Department, Town Hall, 1 Town Square, Barking, IG11 7LU.

Step 3

If your problem/complaint is not resolved please put your concerns in writing to the Corporate Director of Children's Services and Deputy Chief Executive giving details of the steps/action that you have already taken.

It is the intention of the Corporate Director of Children's Services and Deputy Chief Executive to work closely with parents, schools and Governors to endeavour to help find a solution to the problem.

Vexatious complainants

With vexatious or persistent complainants, careful consideration needs to be given to deciding what action to take whilst preserving the principle that everyone is entitled to complain.

A decision to have a clear cut-off for dealing with a vexatious complainant can only be taken after careful consideration by relevant Head Teacher/Governor and the Corporate Director of Children's Services and Deputy Chief Executive.

It must be confirmed that all efforts to try and resolve the issue have been exhausted and attempts should be recorded clearly. The complainant must be notified that the particular complaint will no longer be pursued and be advised in writing why.

Any future correspondence from the complainant must be read carefully to establish that no new issues are being raised.

Updated: 20 June 2005

Contact

Roger Luxton OBE|

Corporate Director of Children's Services and Deputy Chief Executive

Town Hall

1 Town Square

Barking

IG11 7LU

Tel: 020 8227 3181 or 020 8227 3182

Fax: 020 8227 3471

Email: lorraine.billingsley@lbbd.gov.uk|