Complaining about Ofsted

The expected route is:

Informal

1.      Raise complaints with the Lead Inspector, during the Inspection

Formal

2.      Escalate to the Ofsted Helpline: 0300 123 4234

3.      Writing/e-mailing to the “National Complaints Team” at enquiries@ofsted.gov.uk

OR

Complete the form “complaints about Ofsted”

Notes

Any complaint should be made within 30 calendar days from the date of publication of the report [or 30 days from the end of the inspection, where there is no report]

A complaint will not normally delay the publication of a report.

Email: enquiries@ofsted.gov.uk

Postal address:

The National Complaints Team

Ofsted-National Business Unit

5^th, 6^th and 7^th Floor

Piccadilly Gate

Store Street

Manchester

M1 2WD

Ofsted will normally make telephone contact, to clarify the details of the complaint, within 5 working days of receipt of the complaint.

Normally, a written “answer” may be expected within a further 20 days.

A Second stage complaint may be requested within 1 month of the response to the complaint. This will take the form of a review of the handling of the complaint.

Second Stage Complaints Manager

Quality Assurance Team

Ofsted-National Business Unit

5^th, 6^th and 7^th Floor

Piccadilly Gate

Store Street

Manchester

M1 2WD

A full reply should be sent within 20 working days.

An Independent Review may be requested, where the complainant is not satisfied with the way Ofsted have handled the complaint, by an appeal to the:

Independent Complaints Adjudication Service for Ofsted

c/o CEDR

70 Fleet Street

London

EC4Y 1EU

Email: info@icaso.co.uk

The adjudicator can only provide advice and recommendations to improve systems and practices for dealing with complaints.

The Report Cycle

1.      Oral Feedback

2.      Draft Report written

3.      Draft Report sent to school for comments on “factual accuracy” within 24 hours

4.      Draft is passed to ISP Reader to check conformity with Ofsted house style etc…

5.      If “a category” is contemplated report is sent to Ofsted for Moderation

6.      Report Sent to school for distribution

7.      Report Published on Ofsted Website

Essential Content of a complaint

A complaint on the basis of “disliking” the team’s judgements will not be successful.

It is essential that the evidential basis for any complaint is included, not simply making assertions.

Useful Reference Material

Ofsted:  Conducting School Inspections, guidance for inspectors of schools from January 2012. [including an Inspectors’ code of conduct]