Here at Sunshine Support, we’re no stranger to complaints. As SEND parents ourselves, and as an advocacy company supporting families across England & Wales, we come across many cases where trying to work collaboratively with local authorities, schools and agencies goes nowhere, and a complaint is warranted. The importance of lodging complaints is, we feel, underrated.
In the UK, lodging a formal complaint might seem like a daunting step, especially when it involves public services such as schools or local authorities. However, this process is an essential part of ensuring accountability, upholding rights, and improving services for everyone. Whether you are a parent concerned about a child’s education, a local resident unhappy with council decisions, or a citizen frustrated with bureaucratic inefficiencies, knowing how and when to lodge a complaint is key to safeguarding your interests and those of your community.
Why Complaining is Important
It can be such a daunting prospect, but complaints are a crucial mechanism for addressing issues and driving improvements in public services. Here are several reasons why lodging a complaint is important:
- Accountability: Public bodies, such as schools and local authorities, are required to adhere to specific standards of service and ethical guidelines. By raising a complaint, you hold these organisations accountable for their actions. This ensures that they take responsibility for any failings and make appropriate amends.
- Improving Services: Complaints highlight areas where services fall short. Whether it’s issues related to a school’s teaching quality or a local authority’s mismanagement of community services, constructive complaints provide invaluable feedback that can lead to better policies, improved practices, and a more efficient use of resources.
- Protecting Your Rights: Every individual in the UK has the right to receive a standard level of service from public bodies. If you believe that a school or local authority has not respected your rights, lodging a complaint is a way to formally address this, ensuring that you or your child is treated fairly.
- Raising Awareness: Sometimes, systemic problems go unnoticed until they are raised by individuals. Your complaint can shine a light on wider issues that may affect others, potentially triggering larger investigations or policy changes that benefit the broader community.
- Access to Justice: A complaint can also serve as a step toward legal action if necessary. Many legal claims, such as those relating to discrimination or negligence, require individuals to first exhaust the complaints process. By lodging a complaint, you may be positioning yourself to take further steps if needed.
When Should You Complain about Schools or Local Authorities?
Good question! There are a variety of scenarios where lodging a complaint against a school or local authority might be appropriate. Here’s some examples;
- Schools: As a parent, you may feel the need to lodge a complaint against a school if:
- Your child is being bullied, and the school has failed to take appropriate action.
- You believe the quality of education provided is inadequate.
- There is a failure to meet the needs of students with special educational needs or disabilities (SEND).
- Health and safety standards are not being upheld, putting students or staff at risk.
- Unjustified exclusions or poor behaviour management practices affect your child.
- Local Authorities: There are many reasons why you might lodge a complaint against a local council, such as:
- Unfair council tax decisions or issues related to social housing.
- Ineffective or delayed services, such as waste collection or road repairs.
- Disputes over planning permissions or local development.
- Concerns about how public funds are being used.
- Lack of support for vulnerable individuals or inadequate provision of adult and child social services.
Why People May Hesitate to Complain about Schools or Local Authorities
Despite the benefits of lodging complaints, many people hesitate to do so – this is understandable, and we’re here to help. Common reasons include:
- Fear of Repercussions: Some individuals worry that complaining may result in negative consequences for themselves or their children, such as being singled out or treated unfairly by a school or council.
- Lack of Confidence in the Process: Many people feel that complaints will be ignored or not taken seriously. In particular, if they have experienced dismissive attitudes from public bodies in the past.
- Uncertainty About the Process: The formal complaints process can sometimes seem complex or bureaucratic, deterring individuals who are unfamiliar with how to proceed.
- Cultural Reluctance: In the UK, there is often a tendency to avoid confrontation or not “make a fuss,” especially when dealing with authority figures. This can prevent people from raising legitimate concerns.
While these are valid concerns, it is important to remember that public bodies have an obligation to respond to complaints fairly and transparently. Complaints must be handled in line with established procedures, and if the complaint is not dealt with appropriately, there are further steps you can take, such as contacting an ombudsman or seeking legal advice.
How to Lodge a Complaint
It can be a long-winded process full of red tape, paperwork and waiting for responses, but lodging a complaint can have a successful and fruitful outcome. We’re approached by so many parents in the SEND parent community who seriously struggle to know where to start, what to say, and who to complain to. This is why we’re planned this exciting upcoming webinar on lodging complaints… find out more below.
Join our webinar: The Ultimate Guide to Lodging Complaints
The Ultimate Guide to Lodging Complaints
At this upcoming webinar, you can learn how to effectively lodge complaints in various sectors; local authorities, schools, the NHS, and more. We’ll go through your rights, how to document your case, and the steps for escalating issues when needed. You will get practical tips on writing clear complaint letters and strategies for following up on complaints.
This webinar will include:
Exercising Your Legal Rights
- Rights and Responsibilities: discussion on your rights when making a complaint and the responsibilities of the organisations receiving complaints.
- Documenting Your Case: importance of thorough documentation, including keeping records of all communications and evidence supporting your complaint.
Raising Complaints to Local Authorities
- Local Authority Complaints Process: step-by-step guide on how to raise a complaint with local authorities, including typical timelines and escalation procedures.
- Role of Local Government Ombudsman: explanation of the role of the ombudsman in resolving disputes with local authorities and the process for involving them.
Complaints in Schools and Educational Institutions
- School Complaint Policies: overview of the typical complaint policies in schools, including how to find and use these policies.
- Escalation Procedures: steps for escalating unresolved complaints within educational institutions, including contact points and external bodies like the Department for Education or Ofsted.
Complaints in the NHS
- NHS Complaint Process: detailed guide on how to file a complaint with the NHS, including timelines, response expectations, and patient rights.
- Role of the Parliamentary and Health Service Ombudsman (PHSO): information on how to escalate unresolved NHS complaints to the PHSO and what to expect from their review process.
Effective Communication and Follow-up
- Crafting a Clear Complaint Letter: tips for writing a concise and effective complaint letter, including key elements to include and common pitfalls to avoid.
- Follow-up and Persistence: strategies for following up on your complaint to ensure it is addressed, including how to handle delays and non-responses.
You’ll be able to ask questions throughout the presentation. Slides, references and CPD certificates will be available to attendees along with a recording to watch again for up to 30 days afterwards – please check your email spam inbox and ensure you are not unsubscribed from Eventbrite emails.
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