If you're not happy with a decision

There are times when you may not agree with a decision made about your child's support, or would like help resolving difficulties.

It's always best to try and resolve any query or issue informally through the local resolution process. Queries raised through the local resolution process are dealt with informally through discussion (written or verbal) with the relevant service to try and resolve the issue without the need for a formal complaint.

If you feel your query remains unresolved, you have the right to complain formally about services we have provided. It's important that you follow the correct process for making a complaint so that it gets dealt with by the right people as soon as possible.

Raising a concern about a preschool, school or college

Resolving issues relating to EHCPs

Raising a concern about Children's or Adult Care Services

Raising a concern about services provided by the National Health Service (NHS)

Who can support me when raising concerns and complaints?

Disagreement Resolution for SEND services

Raising a concern about a preschool, school or college

We (Hertfordshire County Council) are not responsible for dealing with complaints about schools and educational settings.

By law, every preschool, school and college should have their own complaints procedure. You should be able to find this on their website, but if you can't find it, you can contact their office and ask for a copy.

In most cases their procedure will direct you to complain informally first to the member of staff closest to the issue, or who knows the most about it. If your complaint is about that member of staff, then someone more senior will deal with it.

If your issue is still not resolved, then the school's complaints procedure will tell you what happens next. Formal complaints are usually dealt with by the Headteacher, and after that the Chair of Governors. In most cases, they will arrange for a panel of Governors to consider your complaint.

Information:

If you have a complaint about Section F in your Education, Health and Care Plan - you can contact the Complaints Team for Children's Services.

If you go through the whole complaints procedure, and your issue is still not resolved, the next steps will depend on the nature of your issue, and the type of school you have a complaint about:

Academies, Free Schools, Studio Schools and University Technical Colleges

The Education and Skills Funding Agency (ESFA) can investigate how a complaint to an academy has been handled. They cannot overturn an academy's decision about a complaint, only check that the correct procedures have been followed.

Maintained Schools

If the school you are complaining about is a:

Community
Voluntary- Controlled
Voluntary-Aided
Foundation or Trust School
Education Support Centre
Pupil Referral Unit

You can approach the Secretary of State at the Department for Education, to request that they consider doing a further investigation.

Independent (private) school

You can use the Independent Schools Inspectorate Guidance on what to do if you have concerns about an independent school. You may also want to seek your own independent legal advice if the issue is to do with something in your contract with the school.

Local Authority funded schools (mainstream or special)

There is no stage beyond the school's complaints procedure. However, if your complaint is to do with a young person's Education Health and Care Plan, you can contact the Complaints Team for Children's Services

Raising a concern about Children's or Adult Care Services

If your complaint is to do with a service provided by us (Hertfordshire County Council), such as 0-25 Together or Families First, then first you can raise a concern informally first directly with the service.

It is really important you make the service aware of any concerns you have so that they can respond to you as quickly as possible.

If you are still unhappy, you can make a formal complaint to the Complaints Team for Children's Services or Adult Care Services. Formal complaints have strict response timescales, are logged centrally and are managed and monitored both by the Complaints Team.

To avoid frustration, it is really important to complain to the right person. For example, Hertfordshire County Council is not a housing authority, so we can't deal with complaints about housing matters. These complaints should be sent to your District or Borough council for response.

Raising a concern about services provided by the NHS

If you have a complaint about any services provided by the NHS, then you should contact that service first as they may be able to deal with your complaint informally.

The Patient Advice and Liaison Service (PALS) should be your next port of call if your complaint cannot be resolved. Every service in the NHS has it's own PALS. They offer confidential advice, support and information on health-related matters. You can find contact details for the right PALS using their local branch search tool, or by calling 111.

You can also complain formally to your health provider, or the Clinical Commissioning Group (CCG) for the area in which the service was provided.

Who can support me to raise a concern or complaint?

POhWER offer advocacy and support services in Hertfordshire
SENDIASS are an impartial information, advice and support service for parents and carers of children with special educational needs and disabilities (SEND), and young people and children with SEND.
IPSEA offers free and independent advice about getting the right support for children and young people with SEND.

Page was last updated on: 31/01/2025 16:27:54