Parent guide to school complaints

Most school complaints don’t start as complaints — they start as confusion, worry or a feeling of not being heard. This guide is designed to help parents:

• Understand whether they’re raising feedback, a concern or a formal complaint

• Contact the right person at the right time

• Communicate clearly, calmly and effectively

• Follow the school’s process without getting stuck or ignored

• Avoid common mistakes that make situations worse, not better

The aim is resolution, not conflict.

When you download the guide, you’ll learn:

• How to decide whether your issue needs a conversation, an answer or formal action

• Who to approach first — and when escalation is appropriate

• How to frame your concern so it’s taken seriously

• What response times to expect from schools

• When (and when not) to involve governors, trustees, Ofsted or the Department for Education

• Behaviours and approaches that can derail your complaint entirely

It’s practical, realistic and grounded in how schools actually work.

This guide is free and written to support parents — not to inflame situations or encourage unnecessary escalation.

Sometimes a complaint is only part of a wider issue — stress, uncertainty or feeling isolated in navigating school life.

We also offer trusted resources to support parents with:

• Understanding school systems and policies

• Communicating confidently with schools

• Supporting your child’s wellbeing and learning

• Feeling informed, not overwhelmed

Explore parent support resources

This guide offers practical guidance, not legal advice. School policies and procedures may vary.