School Complaints Process
If you have a complaint about a state school in England — about teaching, pastoral care, bullying, SEND provision, exclusions, or school policies — you have the right to use the school's formal complaints procedure. All maintained schools and academies are required to have a published complaints policy. For university and higher education complaints, see our separate <a href="/complaints-ombudsmen/education-complaints">education complaints guide</a>.
Key points
- All state schools must have a published complaints procedure available on their website.
- The procedure typically has two internal stages: informal resolution and a formal complaint to the headteacher.
- If the headteacher's response is unsatisfactory, you can escalate to the school's governing body.
- For academies and free schools, further escalation goes to the Regional Director; for maintained schools, to the local authority.
The Stages of a School Complaint
Most school complaints procedures have three stages:
Stage 1 — Informal: Raise the concern with the class teacher or form tutor. Many issues can be resolved quickly at this stage through a conversation or email. Keep a note of what was discussed and any agreed actions.
Stage 2 — Formal complaint to headteacher: If the informal stage does not resolve the issue, submit a formal written complaint to the headteacher. The school's policy will set out the expected response time — typically 5–10 school days.
Stage 3 — Governing body panel: If you remain unhappy after the headteacher's response, request a review by a panel of governors. The panel must include at least one governor who was not involved in the original complaint. The panel's decision is final within the school.
Escalating Beyond the School
If you have exhausted the school's internal process:
- For maintained schools: Contact your local authority's school complaints team. The local authority can investigate procedural failures but generally cannot overturn the school's substantive decisions.
- For academies and free schools: Escalate to the Regional Director (previously Regional Schools Commissioner). They can investigate complaints about academies and free schools where the school has not followed its complaints procedure properly.
- LGSCO: The Local Government and Social Care Ombudsman can investigate complaints about local authority education functions, including SEND provision and school transport. It does not generally investigate the merits of individual school decisions.
Specific School Issues
Certain school-related issues have their own statutory processes:
- School exclusions: If your child is permanently excluded or excluded for more than 5 days in a term, you have the right to a review by an Independent Review Panel. Request this within 15 school days of the exclusion decision.
- School admissions: If your child is refused a place, you have the right to appeal to an independent appeal panel. Appeal within the deadline specified in the refusal letter (usually 20 school days).
- SEND: Disputes about EHC plans are resolved through the SEND Tribunal — see our education complaints guide for more detail.
- Bullying: Schools have a legal duty to have an anti-bullying policy. If the school is failing to address bullying adequately, escalate through the formal complaints process and, if needed, to the local authority or Regional Director.
Frequently asked questions
Can I complain about a teacher's conduct directly?
My child was injured at school — can I claim compensation?
What if the school refuses to investigate my complaint?
What to do next
- 1Appeal a school exclusion
Your rights and the appeal process for school exclusions.
- 2Appeal a school admissions decision
How to appeal if your child is refused a school place.
- 3Get advice from Citizens Advice
Free guidance on school complaints and education rights.
Official bodies and resources
Local Government and Social Care Ombudsman
OmbudsmanInvestigates complaints about councils, social care providers, and some other public bodies in England.
Citizens Advice
CharityProvides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.
Was this page helpful?
Related guides
Education and University Complaints
This guide is about universities and higher education providers — the OIA process, SEND tribunal appeals, and school admissions. It is specifically focused on higher education complaints. If you have a complaint about a state school, see our separate <a href="/complaints-ombudsmen/school-complaints">school complaints guide</a>. If you have a complaint about a university, college, or higher education provider, you have the right to use the institution's internal complaints process and, if that fails, to refer to the Office of the Independent Adjudicator (OIA).
5 min
Local Council Complaints
Local councils in England are responsible for a wide range of services including housing, planning, social care, council tax, and highways. When these services go wrong, you have the right to make a formal complaint. If the council cannot resolve your complaint, the Local Government and Social Care Ombudsman (LGSCO) can investigate independently.
6 min read
When and How to Escalate a Complaint
If a company has failed to resolve your complaint satisfactorily, or if it has gone beyond the response deadline, you have the right to escalate. Escalation means taking your complaint to an independent body — such as an ombudsman, regulator, or the courts — who can investigate and enforce a resolution.
5 min read
How to Complain Effectively in the UK
Making a formal complaint can feel daunting, but a well-structured complaint significantly increases your chances of a satisfactory outcome. In the UK, most businesses and public bodies are required to have a complaints procedure, and following the right process gives you access to independent resolution if things go wrong.
6 min read
Disclaimer