Complaints procedure - Office of the Schools Adjudicator
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 schools 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
The OSA’s complaints process is limited to considering whether there has been any:
- administrative error
- failure to follow procedure
- unreasonable delay
- other service failure in the handling of a case
It is not a mechanism for reviewing the merits of a determination or reconsidering the conclusions reached by an adjudicator.
Please send your complaint to the Head of Secretariat: osa.team@schoolsadjudicator.gov.uk.
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 OSA is an independent statutory decision making body whose adjudicators exercise functions conferred by Parliament. If you are unhappy with the way your complaint has been dealt with, you can refer your complaint to your MP or to the Public Service Ombudsman.