When something goes wrong at school, the hardest part is often knowing which route to use. A complaint about school communication is different from an appeal against an EHCP decision, a safeguarding referral, an exclusion review or a disability-discrimination claim.
Using the wrong route can cause delay and, in some cases, a legal deadline can expire while a complaint is still being discussed.
This guide explains how to raise concerns clearly, use the school's complaints procedure, understand what DfE and Ofsted can and cannot do, when LGSCO may be relevant, and when a Tribunal or another specialist route is needed instead.
This guide primarily covers state-funded education in England and is updated to 12 September 2026.
1. First Ask: Is This Really a School Complaint?
Some concerns belong in the school complaints procedure. Others have a separate statutory appeal, review, safeguarding or regulatory route.
Usually a School Complaint
- Poor communication
- Failure to follow school policy
- Day-to-day SEN Support concerns
- Failure to carry out agreed school actions
Separate Legal Route
- EHCP appealable decisions
- Disability-discrimination claims
- Permanent-exclusion review
- Admissions appeals
Urgent / Specialist Route
- Child protection
- Crime
- Data protection
- Serious teacher misconduct
If an appeal or discrimination deadline may apply, check it immediately even while trying to resolve matters with school.
2. Quick Complaint Route Finder
Use the issue itself to choose the route, not simply the word “complaint”.
| Problem | Usually Start Here | Possible Escalation |
|---|---|---|
| School SEN Support not working | SENCO / school complaint | DfE where eligible |
| Local authority refuses EHC assessment | Mediation adviser / SEND appeal route | SEND Tribunal |
| Dispute about Sections B, F or I | EHC appeal route | SEND Tribunal |
| EHCP Section F not being secured | Local authority | LGSCO / legal advice depending on issue |
| Disability discrimination by school | School may be approached, but protect deadline | SEND Tribunal in many school cases |
| Permanent exclusion | Governing board review | Independent Review Panel / SEND Tribunal if discrimination alleged |
| Child protection | School DSL / local council children's social care | Police where appropriate |
| Crime | Police | Relevant criminal justice / complaint route |
| Data protection / SAR problem | School or organisation / DPO | ICO |
| Whole-school concern | School complaints procedure | Ofsted |
3. Start Informally Where Appropriate
GOV.UK advises contacting the school first because many problems can be resolved this way.
Teacher / Form Tutor
Useful for classroom, homework, peer or day-to-day communication concerns.
SENCO
Appropriate for SEN Support, provision, adjustments and review concerns.
Pastoral / Senior Lead
May be appropriate for attendance, bullying, behaviour, wellbeing or unresolved concerns.
Record the concern, agreed action, responsible person and review date.
4. Every State School Must Have a Complaints Procedure
If informal attempts do not resolve the issue, follow the school's published formal complaints procedure.
Find the Procedure
Check the school's website or ask the school office for a copy.
Follow the Stages
The policy should explain who handles each stage, response times and escalation.
Keep Everything
Keep complaints, attachments, acknowledgements, meeting notes and decisions.
5. Complaints About SEN Support
GOV.UK says concerns about a school's SEN support should normally be raised while the child remains registered at the school.
Start With SENCO
Explain which need or provision is causing concern.
Check the SEN Information Report
It should explain how the school supports SEN and usually how complaints are handled.
Formal Complaint
If unresolved, use the school's formal route.
Check the local SEND Local Offer for the local authority's service.
6. If the School Is Not Delivering EHCP Support
A school complaint may help resolve delivery problems, but the local authority has the statutory duty to secure the special educational provision specified in Section F.
Tell the School
Identify exactly which provision is missing.
Tell the Local Authority
Give the authority the opportunity to secure the missing Section F provision.
Escalate If Necessary
LGSCO can investigate some complaints about a council's failure to secure EHCP provision.
If Section F itself is inadequate, the SEND Tribunal appeal route may be relevant instead.
7. EHCP Decisions — Use the Appeal Route
The SEND Tribunal can hear appeals against specified local-authority EHC decisions.
Refusal to Assess
A refusal to carry out an EHC needs assessment can be appealed.
Refusal to Issue
A refusal to issue an EHCP after assessment can be appealed.
Final Plan
Education sections such as B, F and I can be appealed where the legal conditions are met.
In most cases you must contact a mediation adviser first; Section I-only appeals are different.
8. Complaining to the Department for Education
GOV.UK says you normally need to complete the school's complaints procedure before complaining to DfE.
Complaint Handling
DfE can consider whether the school handled the complaint correctly.
Procedure Blocked
DfE can accept complaints where the school is stopping you completing its complaints procedure.
Education or Harm
GOV.UK also identifies exceptions where a child is not getting an education or has been exposed to harm.
GOV.UK says it cannot deal with term-time holiday fines, lack of compensation or apologies, or the behaviour of school staff.
9. What DfE Asks You to Provide
DfE asks for enough evidence to show what happened and how the school complaint process was used.
Complaint History
- What it was about
- Dates you complained
- Dates the school responded
Evidence
- Written correspondence
- Decision letters
- Meeting notes
Procedure
Evidence that the school's complaints procedure was completed, or an explanation of how it was blocked.
GOV.UK says originals sent by post cannot be returned.
10. What Ofsted Can and Cannot Do
Ofsted's complaint role is about issues affecting the whole school, not resolving an individual dispute.
Ofsted May
- Record the complaint
- Use it to inform inspection activity
- Refer safeguarding concerns appropriately
Ofsted Cannot
- Resolve your individual dispute
- Order the school to answer you
- Change a complaint outcome
GOV.UK says you should generally already have complained to the school and the problem should affect the whole school rather than only an individual.
11. Local Government and Social Care Ombudsman
The Ombudsman investigates complaints about councils and certain other bodies; its jurisdiction is different from the SEND Tribunal.
Council Delay
It can investigate some delay and administrative failure in SEND processes.
Section F Delivery
It can investigate some complaints that a council failed to secure EHCP provision.
Tribunal Implementation
GOV.UK says you can complain to LGSCO if a local authority does not act on a SEND Tribunal decision.
This includes many disputes about whether an assessment or plan should exist and about the contents of a final EHCP.
12. Ombudsman Timing
LGSCO timing is different from SEND Tribunal timing.
There can be exceptions, but do not assume an old complaint can always be investigated.
13. Disability Discrimination Complaints
Where the issue is disability discrimination by a school, the SEND Tribunal may be the correct route.
Reasonable Adjustments
Failure to make reasonable adjustments can form part of a claim.
Discrimination Arising From Disability
Unfavourable treatment connected with something arising from disability may raise Equality Act issues.
Exclusion
A disability-discrimination claim can also relate to exclusion where the legal test is met.
HMCTS guidance says school disability-discrimination claims normally need to reach the SEND Tribunal within 6 months, subject to the legal rules on continuing conduct and late claims.
14. Suspension and Permanent Exclusion Complaints
Exclusion has its own statutory review process. Do not rely only on the ordinary school complaint route.
Governing Board
The governing board has statutory review duties in the circumstances set out in exclusion law and guidance.
Independent Review Panel
After a permanent exclusion is upheld, parents can request an Independent Review Panel.
Disability Discrimination
A separate SEND Tribunal claim may also be relevant if disability discrimination is alleged.
The current IRP process allows parents to request an SEN expert where SEN is relevant.
15. Informal or Unofficial Exclusion
A pupil should not simply be sent home for disciplinary reasons outside the formal exclusion process.
Record the Request
Keep the message, email or note showing when the child was asked to go home.
Ask the Status
Ask whether the absence is a formal suspension and request the decision letter.
Raise It Promptly
Use the school complaint route if necessary and protect any separate exclusion or discrimination rights.
16. Attendance Complaints
Separate a complaint about school support from any statutory penalty or prosecution route.
School Support
Complain if relevant barriers, SEND or agreed support were not considered properly.
Register Accuracy
Ask for the attendance record and identify the sessions or codes you say are wrong.
Penalty Notice
DfE does not deal with complaints about term-time holiday fines. Follow the notice's route or seek advice.
17. Bullying Complaints
Bullying complaints should address both investigation and the child's immediate safety.
Report Incidents
Give dates, places, pupils involved and available evidence.
Ask for Safety Action
Ask what practical steps will protect the pupil while the issue is investigated.
Check Equality / Safeguarding
Disability-related bullying or serious harm may raise additional equality or safeguarding concerns.
18. Safeguarding Concerns Are Not Ordinary Complaints
Use safeguarding routes immediately where a child may be at risk.
School DSL
Raise concerns promptly with the Designated Safeguarding Lead or deputy.
Local Council
Child-protection concerns can be reported to local authority children's social care.
Police
Crime, serious threats, assault or immediate danger may require police involvement.
If a child is at risk but there is no immediate emergency, use the local council or police 101 route as appropriate.
19. Complaints About Staff Conduct
The route depends on whether the issue is poor treatment, safeguarding or serious teacher misconduct.
Ordinary Conduct Complaint
Use the school's complaint route for how the pupil or family was treated.
Safeguarding Allegation
Use safeguarding procedures rather than waiting for an ordinary complaint stage.
Serious Teacher Misconduct
Serious misconduct that could lead to prohibition from teaching can be reported to the Teaching Regulation Agency, normally after the school route is used.
20. Data Protection Complaints
A dispute about personal information is not always the same as a school-service complaint.
SAR Handling
You can complain about how a subject access request was handled.
Accuracy / Use
Concerns can include accuracy, disclosure, retention, use or security of personal data.
ICO
The Information Commissioner's Office is the specialist data-protection regulator.
“The SEN support was inadequate” and “the school disclosed personal data incorrectly” may be separate issues.
21. School Admissions Complaints
Admissions disputes have their own appeal structure.
Admission Appeal
If a child without an EHCP is refused a place, the decision letter should explain how to appeal.
Maintained School Procedure Fault
LGSCO can consider some complaints about council-related admissions or appeal procedure.
Academy
LGSCO generally cannot investigate academy school admissions; other routes apply.
22. Exam and Assessment Complaints
Exam malpractice, maladministration and access arrangements can have specialist routes.
School / College
Raise the issue promptly with the exams officer or school where appropriate.
Awarding Body
Secondary-school exam issues can involve the relevant awarding organisation.
Ofqual
GOV.UK identifies Ofqual and the awarding body for secondary exam malpractice or maladministration.
23. How to Write a Strong Complaint
Make the complaint easy to investigate.
This makes it easier to check whether the final response answered every issue.
24. Ask for a Realistic and Specific Outcome
Tell the school what would put the problem right.
Correct
- Correct inaccurate records
- Correct a process
- Reconsider a decision
Provide
- Deliver agreed support
- Put an adjustment in place
- Arrange a review meeting
Improve
- Staff training
- Policy review
- Communication plan
- Safety measures
For example, DfE says it cannot deal with complaints about lack of compensation or apologies from a school.
25. Evidence to Attach
Use the strongest evidence for each complaint point.
Decision / Agreement
- SEN plan
- EHCP
- Meeting action plan
- School policy
What Happened
- Emails
- Incident records
- Attendance data
- Complaint responses
Impact
- Professional reports
- Child's views
- Parent chronology
- Missed provision
26. Use a Short Chronology
A chronology can make a long history easier to understand.
| Date | Event | Evidence | Outcome |
|---|---|---|---|
| 4 Sep | Adjustment requested | Email to SENCO | No response |
| 11 Sep | Meeting held | Meeting notes | Adjustment agreed |
| 18 Sep | Adjustment still not implemented | Parent email / pupil account | Formal complaint submitted |
27. Check Whether the Response Actually Answers You
A complaint response should be understandable and address the issues raised.
Each Point
Did it answer every numbered complaint point?
Evidence
Did it explain what evidence was considered and why?
Outcome
Did it explain the finding and what happens next?
28. If the School Does Not Respond on Time
Delay should be recorded and challenged through the procedure.
29. Ask for an Accessible Complaints Process
Families should be able to understand and participate in the process.
Written Communication
Ask for key information and decisions in writing if verbal processing is difficult.
Processing Time
Ask for reasonable time to read complex information before meetings or decisions.
Support Person
Ask whether a supporter, advocate or adviser can attend meetings.
30. Include the Child or Young Person's Voice
The pupil's experience can be important evidence.
What Happened?
Preserve their description where possible.
Impact
Explain effects on safety, learning, attendance or wellbeing.
What Would Help?
Ask what the pupil wants adults to change.
31. Complaint Deadlines vs Legal Appeal Deadlines
Some legal clocks are much shorter than school complaint timescales.
EHCP Appeal
Normally 2 months from the local-authority decision letter or 1 month from the mediation certificate, whichever is later.
Disability Discrimination
Normally within 6 months, subject to Tribunal rules on continuing conduct and late claims.
Upper Tribunal
Permission to appeal a SEND Tribunal decision normally must be requested within 28 days of the decision letter.
32. If You Think a Deadline Has Already Passed
Do not automatically give up.
Check the Exact Rule
The date may run from a later decision or mediation certificate depending on the process.
Continuing Conduct
Disability-discrimination rules can treat continuing conduct differently from isolated historical events.
Late Claim Discretion
The SEND Tribunal has legal power in some discrimination cases to consider a late claim.
33. If the Complaint Is Upheld
Ask what will happen to put the problem right and stop it recurring.
Individual Remedy
- Support delivered
- Record corrected
- Review arranged
- Safety plan changed
Service Improvement
- Training
- Policy update
- New checking process
- Better communication
Follow-Up
Ask who will monitor the action and when it will be reviewed.
34. If the Complaint Is Not Upheld
Use the reasons to decide the next step.
35. Ombudsman or SEND Tribunal?
These bodies do different jobs.
SEND Tribunal
Primarily deals with appealable EHC decisions and school disability-discrimination claims.
LGSCO
Primarily investigates council maladministration and service failure where it has jurisdiction.
36. If the Local Authority Does Not Implement a Tribunal Decision
GOV.UK sets specific times for local authorities to act after a successful SEND appeal.
Assessment
Ordered assessment or reassessment: within 2 weeks.
Make EHCP
Ordered plan: within 5 weeks.
B / F Changes
Ordered changes: within 5 weeks.
Section I
Ordered placement change: within 2 weeks.
37. Keep a Complaint Record
A simple complaint log helps if the issue later escalates.
What You Sent
- Complaint
- Evidence
- Attachments
- Date sent
What They Sent
- Acknowledgement
- Meeting invite
- Decision
- Appeal information
What Happened Next
- Action promised
- Action delivered
- Outstanding issue
- Next deadline
38. Free Information and Support
Independent sources can help people understand the correct route.
IASS / SENDIASS
Local SEND information, advice and support for children, young people and families.
39. Official Complaint and Appeal Sources
Use current official pages to check the route and deadlines.
Key Message
Start by identifying what type of problem you have. The correct route matters.
Use the school's complaints procedure for ordinary school-service and SEN Support complaints, but do not substitute it for a statutory appeal.
EHCP decisions have a SEND Tribunal route and strict appeal deadlines.
Disability-discrimination claims against schools normally have a six-month Tribunal time limit.
Permanent exclusion has governing-board and Independent Review Panel procedures separate from the ordinary complaints system.
Safeguarding concerns and criminal behaviour should be reported through the appropriate safeguarding or police route rather than waiting for a school complaint to finish.
DfE can consider certain school complaints after the school process, or earlier in the limited circumstances set out on GOV.UK.
Ofsted looks at whole-school concerns and does not resolve individual disputes.
LGSCO can investigate some council failures but generally cannot investigate matters carrying a SEND Tribunal appeal right.
Keep the complaint clear, number each point, attach the strongest evidence and state the outcome you want.
Most importantly, do not allow a long complaints process to make you miss a separate legal deadline.
Right First Time UK — Information Notice
Right First Time UK provides general public information, awareness resources and signposting.
We are not a school, local authority, Department for Education, Ofsted, Local Government and Social Care Ombudsman, SEND Tribunal, Information Commissioner's Office, police service, law firm or regulated legal advice provider.
Complaint, appeal and review rights depend on the type of school, the decision being challenged, the child's circumstances and procedural deadlines.
This guide primarily relates to England.
Information checked against current GOV.UK, HMCTS, Department for Education, Ofsted, LGSCO and ICO information. Updated 12 September 2026.