School Complaints Procedure

Certain specific education issues are the Council's responsibility.  If you want to complain about any of the following, please contact the CYPS complaints department:

• school curriculum
• admission to a school
• failure to assess a child's special educational needs

Your concerns will be considered according to CYPS procedures.

All other feedback about schools needs to be given to the school directly.  If you have concerns about a school not providing the service you expect, it is best to initially talk to staff at the school who will aim to resolve issues as quickly and informally as possible. 

1. Ask the school for a copy of its complaints procedure which will tell you how the school will handle your complaint.
2. Write to the Headteacher with details of your complaint. Remember to keep a copy of the letter. Most complaints are dealt with successfully at this stage. If you have problems writing, telephone the school and ask them to help you make a complaint.
3. If you are complaining about the Headteacher, or if you're not happy with the way that the Headteacher has dealt with your original complaint, you need to send your complaint to the Chair of Governors who can be contacted via the school. The governing body should investigate and report back to you.

If, after these steps have been followed, you consider the school governors have not followed the school's complaints procedure, it may be possible to ask the local authority to look into it, if the school's complaints procedure has included this option.  The local authority cannot consider complaints about academies.  Please write to the CYPS complaints department, giving details of the original complaint and why you feel it has not been properly addressed by the governing body.  Please enclose background paperwork where appropriate.

The CYPS Complaints Officer will consider whether the issue has been taken seriously and properly investigated, according to the school's complaints procedure.  There is no power to overturn the school's decision.  Please note, this can only take place after the internal complaints mechanisms of the school are fully exhausted.

We aim to acknowledge your letter within 5 days and will do our best to respond to you within 15 working days, once your completed consent form is received.  Occasionally, delays will be experienced during school holiday periods.  If we are unable to respond fully within 15 working days we will keep you updated on how our investigations are progressing.

Alternatively, or after the Complaints Officer has looked into the complaint, if you remain dissatisfied, you can appeal to the Secretary of State for Children Schools and Families (DCSF), under Sections 496 or 497of the 1996 Education Act.  The DCSF will examine the complaint against the school and adjudicate. The DCSF has the power to require the school or local authority to take certain actions (including the issuing of instructions to School Governing Bodies in appropriate circumstances). 

For further information about any aspects of complaints about schools, please contact:

CYPS Complaints, Room U27
PO Box 57
FREEPOST SWB203
Bristol
BS99 7BR
Tel: 0117 922 3707
Fax: 0117 903 7153
Email: cypscomplaints@bristol.gov.uk