Complaints procedure: raising concerns and making complaints about Ofsted

14 Jul 2010 Ofsted

Ref: 070080

Raising concerns and making complaints about Ofsted

This summary outlines the procedure for complaints about Ofsted's inspection and regulation activity and the work of our staff. It replaces the procedures previously outlined in HMI ref no 070080 dated 27 August 2009. For the full procedure see below.

Ofsted anticipates that the great majority of its work will be carried out smoothly and without incident. However, we recognise that on occasion there may be a need to raise concerns about some aspect of our work or the conduct of our staff.

Raising concerns during an inspection

During an inspection those with concerns are strongly encouraged to raise issues with the lead inspector as soon as they arise, so that they can be resolved as quickly as possible while the inspection is taking place.

If resolution of the concerns is not possible by the inspection, or the person expressing the concern does not feel that adequate weight is being given to the concerns, or an independent view is sought, then the person raising the concern, or someone acting on his or her behalf, should contact the Ofsted helpline on 0300 123 4666.

Formal complaints

If it has not been possible to resolve concerns raised then individuals or providers may decide to lodge a formal complaint.

Normally, a complaint can be made at any stage during an inspection or up to 30 calendar days from the date of publication of any report, or the end of the inspection where there is no report.

Complaints should normally be made in writing by post or email. However, we will also accept complaints by telephone; where we accept complaints in this way we will not normally take any formal action until we have agreed a written account of the complaint with the complainant.

In writing

To complain in writing you can:

write a letter or email or
fill in the complaints about Ofsted form by hand or on your computer.

When you are ready, you can:

post your complaint to us

The National Complaints Team
Ofsted National Business Unit
Piccadilly Gate
Store Street
Manchester
M1 2WD

email it to us: enquiries@ofsted.gov.uk.
telephone us on 0300 123 4666.

Dealing with your complaint

When we receive your complaint we will aim to contact you within five working days to clarify the issues you are complaining about. We will investigate and send you a response which is informative and aims to answer all of the points of concern within 20 working days or our initial contact. We will also include details of how to ask for further internal and independent review if you are not satisfied with the response.