Frequently Asked Questions

A parent had received letter from the headteacher in response to a concern that they had raised. The letter states that this is the end of the complaint. Is this correct?

School complaints procedures should have a 3-step process, the last stage being Stage C, which is a meeting with the governing body complaints committee. This meeting is scheduled when the complainants are not happy with the outcome at Stage B. The headteacher should have informed the parent in the letter that they have the right to take their complaint to Stage C, setting out the process for doing so (i.e. letter to the chair of governors), the deadline by which they need to respond, and also enclosing a copy of the complaints procedure.