From time to time, Children's Services receives complaints about schools from parents, pupils and 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. Additionally, the Local Government Ombudsman can now investigate school complaints.
This web page explains how you should proceed if you wish to make a complaint about a school.
Schools complaints procedures generally have three in-school stages:
| Stage | Details | Timescale for response |
| Stage 1 | Complaint heard by staff member (although not if they are the subject of the complaint) | 10 working days from receipt of complaint |
| Stage 2 | Complaint heard by Head Teacher | 10 working days from receipt of complaint |
| Stage 3 | Complaint heard by Governing Body's Complaints Appeal Panel | 20 working days from receipt of complaint |
In the first instance, 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 and senior members of staff.
In most cases your complaint will be dealt with to your satisfaction at this stage without the need to resort to a formal complaint.
If the initial discussions do not resolve your complaint, then you may use stage 2 of the school's formal complaint procedure by raising your complaint with the Head Teacher.
However, if this still does not resolve the matter and you wish to take your complaint further; contact the Chair of the Governing Body for the school, either via the school or by sending your complaint to:
Governors' Support
Children's Services
Westbury Centre
Ripple Road
Barking
IG11 7PT
Stage 3 is the last step of the process that is managed within the school / school governing body. If your problem/complaint remains unresolved after stage 3, then you may raise your complaint with the Local Government Ombudsman.
This is the fourth and final stage of the complaints process.
Please put your concerns directly to the Local Government Ombudsman:
The Local Government Ombudsman Advice Team can be contacted on 0300 061 0614 or 0845 602 1983.
All details can be taken by phone instead of in writing. The Local Government Ombudsman welcomes calls from textphone users using Typetalk.
More detailed information about the Local Government Ombudsman service and on online complaint form may be found at the Local Government Ombudsman website.
Email: advice@lgo.org.uk|
Fax: 024 7682 0001
Text 'call back': 07624 804 299
Write to:
The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
There will be occasions when, despite all stages of the procedures having been followed, the complainant remains dissatisfied.
If the complainant tries to reopen the same issue, the Chair of the Governing Body is able to inform them in writing that the procedure has been exhausted and that the matter is now closed at school level.
This does not preclude a complaint being escalated to Stage 4. The Local Government Ombudsman Service will make an independent judgement about each case.
Tel: 020 8215 3004
Fax: 020 8227 5184
Minicom: 020 8227 5755
Email: 3000direct@lbbd.gov.uk|
Opening hours: Monday to Friday, 8am - 6pm.

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Telephone: 020 8215 3000
Fax: 020 8227 5184
Minicom: 020 8227 5755
Email: 3000direct@lbbd.gov.uk|
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