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School complaints

Our customer care service is there to help parents/carers. We aim to provide the highest quality education services to our children and young people.

We understand that sometimes things can go wrong, so if you have a complaint, please contact the headteacher of the school in the first instance. This will ensure that your complaint is dealt with at the school and is resolved as soon as possible.

All complaints are dealt with using our complaints procedure which is applied consistently across all schools.

Unacceptable Actions Policy

There may be occasions when parents, carers or other representatives of children and young people would like to discuss a particular issue with a member of staff at a school, family learning centre or headquarters. We will always work hard to resolve any issues with you and if they can’t be resolved complaints can be submitted through our complaints process.

However, occasionally, the behaviour or actions of some individuals making a complaint can be excessive and can result in staff being abused, feeling intimidated or fearful or it can impede on staff’s ability to continue to do their daily work and deliver a quality service.

We do understand that there are times when people behave in a way that is out of character due to other factors and we will always consider that. But excessive behaviour that is overly aggressive, unreasonable or abusive in any way is not acceptable and our Unacceptable Action Policy outlines how we deal with these instances.

Page last updated:
12 Dec 2023

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