Complaints about schools in Solihull

Schools in Solihull are proud of the relationship they have with parents of students, and with other members of the community. From time to time, however, disagreements can arise. What follows is general advice about the practical steps you can take to raise your concerns.

In the majority of cases, the best way to resolve a problem is to talk to somebody at the school. This might be a teacher, senior teacher, the Headteacher, or one of the Governors. Although most problems can be resolved at this stage, it is sometimes necessary to make a more formal complaint.

There are some issues which need to be dealt with outside the formal school complaints procedure. These include concerns about staff conduct, admission to or exclusion from school, statements of Special Educational Needs and matters relating to religious or collective worship. If you take your complaint to the school first, the Headteacher and / or the Governors will be able to tell you how the matter should be dealt with.

Different procedures also apply to certain types of school, such as Foundation Schools, or Church of England and Roman Catholic Aided Schools. Once again, if you take your complaint to the school first, the Headteacher and /or the Governors will be able to tell you how the matter should be dealt with.

If the complaint is complicated, and talking to the school has not helped, or you have any other questions about the complaints procedure, telephone the Council's School's Information Officer on 0121 704 8536.

How to raise your concerns

Before discussing the matter with anyone at the school, it's usually best to be clear about how you would like the complaint to be resolved.

Contact the school and arrange a time to discuss your concern. The relevant person at the school may need to call you back, or it may be best for you to arrange a time to visit the school.

Making a formal complaint

If you've discussed your concerns with the school and are still not happy, you can ask the school to carry out a more formal investigation. The first step is to write a letter to either the Head teacher or a designated member of staff and request a copy of the school's Complaints Policy. The aim will be to resolve the matter as speedily as possible.

Schools will always try and stick to timescales. However, some complaints do take longer to investigate than others. The school should let you know if this is the case with your complaint.

What you can do next

If following the investigation you're still not happy, you can refer your complaint to the Governing Body of the school to investigate your complaint.

As this is a serious step to take it is important that you have thought things through carefully and that every possible attempt has been made to solve your concerns by other means.

The decisions of the Governors' panel will then be sent in writing to all parties.

If you are still unhappy

If after the Governors have dealt with your complaint and the outcome is still not as you had hoped, you can contact the Council's School's Information Officer on advice on what to do next.

Contact Details

For further information please contact The School Improvement and Advisory Service, P O Box 20, Council House, Solihull, West Midlands, B91 3QU.

Tel: 0121 704 8536

Email: sias@solihull.gov.uk