School and Academy complaints

The responsibility for dealing with complaints lies with the Governing Board/Trust for each school or academy. Section 29 of the Education Act 2002 requires all schools and academies to establish and publish a complaints procedure. The procedure must be accessible to parents and stakeholders; it must be published on the school / academy website and available on request.

If you wish to make a complaint regarding a school or academy, please follow the schools/academies published complaints procedure. This can be found on the school’s/academy’s website or by contacting the school office and requesting a copy.

The procedure should cover all types of complaints, including those against staff, the headteacher, governors and serial complaints. It must also set out clear timescales for the management of the complaint.

Once the school's complaints procedure has been exhausted, complainants have the right to appeal to the Department for Education (DfE) if they are not satisfied with the way the school has dealt with their complaint. However, the  DfE is only able to intervene in certain circumstances; specifically, where there has been a breach of a statutory duty or where the Governing Board/Trust has acted unreasonably with regard to the exercise of its power.

Complaints about academies

Due to their Trust status, the academy complaints procedure differs slightly from that of other schools. Academies are required to have a published procedure for dealing with complaints by parents or stakeholders, which must be made available on request.

If parents or stakeholders are not satisfied a complaint has been dealt with appropriately by an academy, they should contact the Education and Skills Funding Agency (ESFA).

Further information

• Department for Education Complaints (Gov.UK)
• Education and Skills Funding Agency Complaints (GOV.UK)
• Ofsted Complaints

Contact school teams

• Anyone who has concerns for the immediate safety of a child or young person should call The Cheshire East Consultation Service (ChECS) on 0300 123 5012 (option 3) - Monday to Thursday 8:30am to 5pm, or Friday 8:30am to 4:30pm; or Out of Hours Service (Emergency Duty Team) on 0300 123 5022
• For queries relating to Special Educational Needs please email senteam@cheshireeast.gov.uk or call 01625 378042
• For free, confidential support and information to children and young people with SEND , their parents and/or carers, please visit Cheshire East Information, Advice and Support Team
• For queries relating to School places and Admission appeals, please email admissions@cheshireeast.gov.uk or call 0300 123 5012 (option 1)
• For queries relating to School Attendance and Children Out of School please call 01270 375255
• For queries relating to School suspensions and permanent exclusions please email ExclusionCE@cheshireeast.gov.uk or call 01270 375255
• For further advice on school complaint procedures please email the School Governance & Liaison Team or call 0300 123 5036