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How to complain about schools or services run by Hackney Learning Trust

Complaints about education settings (schools, colleges, nurseries, early years providers)

School governors (governing bodies) are required by law to have systems in place to deal with complaints relating to the school or the provision of community facilities or services at the school. 

If you wish to make a complaint about a school or any other education setting, you must follow their individual complaints policy.

Hackney’s Local Offer website links to individual school websites and complaints policies are usually found in the “schools policies” section of each website. If you prefer you can ask for hard copies from the school's office

Nursery schools and classes in Hackney

Primary Schools in Hackney

Secondary Schools in Hackney

Last updated 10/06/19

Making a complaint...

Most complaints and concerns can be resolved informally by talking through concerns with those involved. It is usually better for everyone if matters can be sorted out in school, even if this may feel awkward at first.

It is important that you speak to someone at the school (either the class teacher or Headteacher) as soon as you have a concern so that there is an opportunity to address and resolve the problem early on.

If you are not satisfied after trying to get a concern addressed like this you can take a complaint further. 

Ways to make a formal complaint may be slightly different in different schools but most will have a 2 stage process:

  • referral to the headteacher for investigation

and then

  • referral to the governing body

More information about how to complaint to a school can be found on Hackney Learning

Trust’s website.

Find out more:  Schools information – Complaints Procedure


Ofsted Parent View

Parent View gives you the chance to tell Ofsted what you think about your child’s school, from the quality of teaching to dealing with bullying and poor behaviour. The survey can be completed at any time; you don’t have to wait until the school is being inspected.

Ofsted’s Parent View survey is not designed to receive complaints about schools but does gives you the chance to tell Ofsted what you think about your child’s school, from the quality of teaching to dealing with bullying and poor behaviour. The survey can be completed at any time; you don’t have to wait until the school is being inspected.

If you wish to make a complaint or have a serious concern about your child’s school please follow the instructions and links on this page.

Find out more: Ofsted Parent View

Different kinds of complaints to do with education and schools…

The following types of complaints about education are dealt with in different ways.

There are special arrangements under the Education Acts if you want to appeal or complain about:

  • admission to schools
  • exclusion from school
  • school re-organisation proposals
  • special education provision
  • religious education and collective worship
  • national curriculum issues

 

Find out more:  

The Education Act 

School exclusions

Who can give advice and support about school related complaints?

Officers in the Admissions and Pupil Benefits Team can provide advice and guidance to schools and parents on complaints and related procedures.  

Admissions and Pupil Benefits Team contact numbers:

  • 020 8820 7402
  • 020 8820 7396 
  • 020 8820 7501

If your concern is related to a child having special educational needs and or a disability (SEND) you can ask your school for guidance or contact one of the organisations listed below who may be able to help you depending on the nature of the complaint.

 

Complaints about Hackney Learning Trust services not directly to do with schools…

If your complaint is about a service provided by Hackney Learning Trust, there is a separate procedure to follow.

Find out more: Hackney Council - Complaints

Complaints related to Safeguarding children and young people...

Any complaint brought to the Headteacher that suggests that a child has been at risk of:

  • violence
  • emotional abuse
  • sexual interference
  • neglect

…may be referred to Hackney Social Services and/or to the social services authority for the area the child lives.

If social services decides to investigate, this may delay or replace the school investigation.

Children and Young People Team

Hackney Service Centre

1 Hillman Street 

London E8 1DY  

Phone: 020 8356 4569


For concerns related to safeguarding contact

Hackney First Access Screening Team (FAST)

All referrals for assessments for Children's Social Care in Hackney go through FAST. 

Phone: 0208 356 5500

e-mail: Fast@hackney.gov.uk


For complaints about members of staff working with children..

Hackney’s Local Authority Designated Officer (LADO) / Safeguarding

e-mail:  LADO@hackney.gov.uk

Phone: 020 8356 8982 

 


Urgent Child Protection / Safeguarding advice is available from the following teams.

First Access & Screening Team (FAST) - 0208 356 5500/4844

Emergency out of hours duty team - 0208 356 2710/2346 

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