Guidance

Complaints procedure for MOD schools and settings overseas - Annex A

Updated 1 October 2020

MOD schools/ settings complaints procedure - guide for complaints

If you want to make a complaint, this Annex summarises what you need to do. You can get a copy of the full procedure and a Complaints Form from the school/setting office. These can also be found on the individual school’s website.

There are three stages to this procedure.

Informal stage

Concerns and complaints can be sorted out quickly by speaking with your child’s class teacher, or, in secondary schools, the relevant subject teacher. The teacher will make every effort to address issues informally. It is important that both you and the school understand both sides of the issue. Teachers will explain their actions to you and will ask what you would like the school to do to put things right.

Teachers will normally be in the classroom during the day, but you can leave messages with the school/setting office and the teacher will respond to you.

Formal stage 1

If you are not satisfied with the response and want to take the matter further, you will need to put your complaint in writing, using the form at Annex B, and send it to the head teacher/setting manager. You should include as much information as possible, for example, dates and witnesses. This will help the head teacher/setting manager to investigate your complaint.

In some cases, the head teacher may find it necessary to meet with you to discuss your complaint.

When the complaint has been investigated fully, the head teacher will write to you and let you know his/her decision. If the head teacher agrees with your complaint, s/he will let you know what the school will do about it.

Formal stage 2 - appeal

If your complaint is not upheld, you may appeal to a sub-committee of the School Governance Committee (SGC). If you decide to appeal, you should put your complaint in writing to the chair of the School Governance Committee (SGC). You can get the chair’s name and address from the school/setting office. You will be invited to attend and speak to the sub-committee. Annex C of this DCYP Directive explains what will happen at this meeting.

Complaints against the head teacher/setting manager

As with complaints against teachers, there are three stages in the procedure. If you have a

complaint about what the head teacher/setting manager has done or not done, the first stage is to raise it directly with the head teacher/setting manager. If you remain dissatisfied, the second stage is to put your complaint in writing and raise it formally to the chair of the School Governance Committee (SGC).

The complaint will then be considered by a sub-committee of the SGC. If your complaint is not upheld, the next stage is to appeal to the Chief Education Officer for MOD schools. If you decide to appeal, you should put your complaint in writing, using the complaints form at Annex B, and send it to the:

Chief Education Officer, HQ DCYP, Trenchard Lines, Upavon, Wiltshire, SN9 6BE

Timetable for dealing with complaints

Complaints should be dealt with in the following periods:

Informal stage: 15 school days

Formal stage 1: 15 school days

Formal stage 2 (Appeal): 20 school days

Complaints from pupils

Pupils also have a right to make a complaint. Each school/setting will follow DCYP policy for dealing with complaints from pupils and will make procedures known to them in language that they will understand.

Complaints against DCYP personnel

If you have a complaint about the actions of, or a decision made by, a member of DCYP personnel, the first step is to raise the matter informally with the person concerned. If you remain dissatisfied, you should put your complaint in writing for the attention of the Director:

Directorate Children & Young People, Trenchard Lines, Upavon, Wiltshire, SN9 6BE