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Schools - complaints procedure

Summary of Service

Most concerns and complaints can be dealt with by talking to your child's class teacher, tutor or Head of Year. Talking to them early on can often prevent misunderstandings and concerns escalating. If you are not able to resolve the matter with your child's schools informally, you may want to use the school complaints procedure.

Details of Service

All Wiltshire schools have been self-governing for many years. This means that the Head Teacher and Governing Body are responsible for the day-to-day running of the school. This includes looking into, and responding to, complaints about the school and their methods. By law, all schools are required to have a complaints procedure.

If you wish to make a complaint about a school, it is advisable to ask the school for a copy of their complaints procedure as the procedure will be particular to that school. This document will explain to you how the procedure works and how to make your complaint.

Finally, if you are still unhappy, you have the right to refer your complaint to Ofsted, the schools' inspectorate.  Please see Ofsted's Website for more information. They will check to make sure that the school's Governing Body has acted lawfully but are unlikely to investigate your complaint.
The only exceptions to this are if your complaint is about:

• the curriculum
• School exclusions

If your complaint is about these things, the Complaints Manager will be able to give you more details about how to make your complaint.

Contact Details

By Post
Complaints Manager
Department for Children and Education
Wiltshire County Council
County Hall
Bythesea Road
Trowbridge
Wiltshire
BA14 8JB

By Email
directorcel@wiltshire.gov.uk

By Telephone
01225 713679

By Fax
01225 713982

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