Making a complaint is a way of ensuring that anyone with an interest in the school can raise a concern, with confidence that it will be heard and if well founded, addressed in an appropriate and timely fashion.
(Source - National Assembly for Wales Circulars 03/2004 & 39/2006)
In Caerphilly we take any complaint very seriously and schools are required to have procedures in place for dealing with them. Section 29 of the Education Act 2002 places a requirement on the governing body of all maintained schools in Wales, including nursery schools, to establish procedures for dealing with complaints from parents, pupils, members of staff, governors, members of the community and others.
There are other statutory processes for complaints and appeals relating to the curriculum, religious worship, admissions, Special Educational Needs (SEN), exclusions, staff grievance, staff disciplinary and teacher capability. Guidance on these topics is available from www.learning.wales.gov.uk. School complaints procedures do not replace these procedures.
Making a complaint
If you have a complaint about a school, you must make your complaint directly to the school. Contact details for all our schools is available using our Find a School search facility.
We recommend that you ask the school for a copy of their Complaints Policy so that you can understand exactly how they will handle your complaint.
The Welsh Government recommends that school governing bodies establish a three stage approach to resolving complaints as follows:
- Stage 1 – Informal stage where the complaint can be raised and resolved. A complaint will not usually move to stage 2 until it has first been considered under stage 1
- Stage 2 – Formal stage
- Stage 3 – The matter is referred to the Complaints Committee of the Governing Body
The schools complaints procedure should include more specific details about each of these stages.
For further information about school complaints process please contact the school. Alternatively the LEA's Complaints Officer will be happy to advise you and can be contacted on 01443 864833 or email to email@example.com.