Complaints procedure

How to make a complaint about how the Office of the Schools Adjudicator handled a case.

The Office of the Schools Adjudicator (OSA) is committed to providing a high-quality service and achieving the highest standards of conduct in fulfilling its legal function. One of the ways in which we can continue to improve our service is by listening and responding to the views of individuals or bodies involved in cases referred to the OSA.

Complaining about a school adjudicator’s decision

We cannot consider complaints about a decision made by an adjudicator; these can only be challenged through the courts. We can only consider complaints about how we handled your case.

How to complain

Please send your complaint to the Secretary to the Office of the Schools Adjudicator:

When you send your complaint, make sure you include:

  • what the problem is
  • what you want to happen
  • any relevant communication with us on the subject, including the case reference number

What happens next

We usually acknowledge your complaint within 1 working day. You’ll receive a written reply within 15 working days. If we can’t respond within this time, we’ll let you know why and when you can expect the full reply and from whom.

We will always acknowledge where things could have been done better and tell you what will be done to avoid the same thing happening again. Equally, if we don’t agree with your complaint, we will let you know why.

We will publish the number of complaints made to the OSA in our annual report.

If you’re not satisfied

The full reply to your complaint will include details of a senior official at the Department for Education to contact next if you think it has not been dealt with properly. That is the final stage of review for any complaint within the department but, if you are still unhappy, you can refer your complaint to the Parliamentary and Health Service Ombudsman through your MP.