Many issues can be resolved informally. Educational providers should take informal concerns seriously and make every effort to address the matter promptly. For guidance, please refer to the school's website to review their complaints procedure.

Most issues can be effectively resolved through direct communication with the provider. You may submit an informal complaint, and the provider will inform you of their timeline for a response.

It is advisable to submit an initial complaint in writing to the headteacher. You may also choose to send a copy to the chair of governors. Additionally, it may be beneficial to indicate that you would like to utilize the provider's complaints policy to frame your complaint.

Legal Requirement: Under Section 29 of the Education Act 2002, every maintained school must have a published complaints procedure.

Stages in School Complaints:

• Informal Stage: Parents or complainants raise concerns directly with the teacher or school staff.

• Formal Stage: A written complaint is submitted to the headteacher.

• Governing Body Review: If unresolved, the complaint is escalated to the governing body’s complaints panel for a hearing.

Special Cases: Local authorities only become directly involved when complaints relate to:

• Special Educational Needs (SEN): Disputes about Education, Health and Care (EHC) plans or provision.

• Admissions and Exclusions: These have separate statutory appeal processes coordinated by the local authority.

• Safeguarding Concerns: If a complaint involves child protection, the local authority’s children’s services intervene. If the complaint is about a school’s safeguarding procedure or practice the education safeguarding team in the LA will become involved and investigate further.

If the complainant remains dissatisfied after exhausting the school’s procedure:

• Local Authority: For maintained schools, the LA may check compliance but does not usually investigate individual complaints, unless statutory duties such as safeguarding are breached. For academies the LA’s role is limited to statutory responsibilities. If there is a safeguarding concern about a maintained, academy or independent school in Sheffield the local authority email contact is: schoolcomplaints@sheffield.gov.uk

• Department for Education (DfE): Can intervene if a school fails to act lawfully or reasonably. DFE complaint link: Complain about a school to the Department for Education - GOV.UK

• Ofsted: Considers complaints only if they indicate systemic failings (e.g., poor leadership or safeguarding). Ofsted will make contact with the Local authority about any Sheffield school complaints which are raised with them. Ofsted complaint link: Complaints procedure - Ofsted - GOV.UK