Complaints about a Bracknell Forest School
The aim is to resolve your complaint at the earliest stage possible. The majority of complaints are likely to be resolved at stages 1 or 2. There are a number of distinct stages within the complaints procedure:
- Informal discussion and resolution. You should approach the school directly and make an appointment to see a class teacher or other member of staff as appropriate. Experience shows that most difficulties can be satisfactorily resolved in this way.
- Investigation by the Headteacher. If you are unable to resolve your concerns through informal discussion with a member of staff or the Headteacher, you will need to submit your complaint in writing to the Headteacher. He/She will investigate the situation and report any findings or decisions back to you.
- Review by governing body complaints committee. You will need to submit your complaint in writing to the Chair of Governors who will decide the most suitable way to deal with your complaint. He/She may decide that your complaint should be considered by a committee of governors. A committee will not include any individuals who have previously been involved with your complaint. The committee will consult relevant information and hear from those involved before coming to a decision and reporting this to you.
- Local authority (LA) investigation. If you feel that the school did not handle your complaint fairly and in accordance with its own published complaints procedures you are entitled to write and ask Bracknell Forest Council to examine how it was dealt with. The Council cannot re-investigate the circumstances of the original complaint, only the manner in which it was investigated.
- Further options. Individuals have the right to contact the Secretary of State for Children, Schools and Families or the Local Government Ombudsman with regards to the way their complaint has been handled. Neither will take any action until both the school and LA procedures have been exhausted.
More information about each of these stages and time scales is given within the complaints procedures published by the school and local authority.
Other types of complaint about a school
- If you have a complaint about the curriculum. For complaints about the school curriculum, religious education or collective worship you will need to follow steps 1 - 4 as described. However, you also have further statutory rights of appeal. Please call the Helpline for advice.
- If you have a complaint about a member of school staff. If your complaint is against a staff member you should approach the headteacher in the first instance. Depending on the nature of the complaint it may be necessary for it to be investigated under the school's Disciplinary Procedure. You will be advised if these procedures are to be used in dealing with your complaint.
- If you have a complaint about the school's headteacher. If your complaint is about the school's headteacher you will need to follow the process described above but should miss out stage 2. In this case, the formal complaints procedure will begin at stage 3. To submit a formal complaint at this stage you will need to contact the school's Chair of Governors in writing.
- If you have a complaint or wish to make an appeal concerning special educational needs (SEN), about admission to a school or exclusion from a school. Separate complaint and appeal procedures exist for these activities. Further information about these procedures can be obtained from the Parent's Helpline (see Contact details on the right). Note that there is also the statutory route to the SEN and Disability Tribunal both in relation to SEN, but more particularly disability. In the latter case the governing body, rather than the LA, is the responsible body.
The Parent Partnership service and an independent mediation service are intended to play an important part in resolving disputes (which may or may not be the same as complaints) in relation to SEN and disability. Contact the Parent Partnership on 01344 354011.
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