Overview
If you are not happy with how your complaint was handled, there are organisations that can look into it. These organisations are independent and check that services are doing the right thing. They will only look at your complaint after you have used the service’s own complaints procedure.
Ombudsman
An ombudsman is an independent person who looks at complaints. They are free, fair, and do not take sides.
You can go to an ombudsman only when:
- you have already complained to the organisation
- the organisation did not fix the problem, or
- the organisation is taking too long to reply
You can ask the ombudsman for extra help, such as filling in their forms or using a different language.
Types of ombudsmen include:
- Parliamentary and Health Service Ombudsman – looks at government departments and NHS services.
- Local Government and Social Care Ombudsman – looks at councils, care homes and other local services.
- Housing Ombudsman – helps tenants and leaseholders with problems involving social landlords.
- Prisons and Probation Ombudsman – looks at complaints in prisons and similar settings.
The ombudsman looks at information from both sides and then decides what should happen. The process can take a long time.
If they agree with your complaint, they will suggest what the organisation should do. Most organisations follow these suggestions.
If you are still unhappy, you might be able to take the case to court. But the court will look at what the ombudsman has already said.
Regulators and associations
Ofsted
Ofsted checks the quality of education in:
- schools
- academies
- non‑maintained special schools
- early years settings, including childminders
Parents can complain to Ofsted about things like:
- the quality of education
- support for children with SEND
- children’s safety and well-being
- school leadership and how money is used
You can complain using Ofsted’s online form.
There is guidance on the “Complain about a school” page on GOV.UK.
Education and Skills Funding Agency (EFSA)
The ESFA checks further education colleges, adult learning, and apprenticeship providers.
You must use the college or provider’s own complaints procedure first. You can then complain to the ESFA if you are unhappy with how the complaint was handled.
They cannot help with employment problems, such as issues with an apprenticeship contract.
You can complain using the ESFA online form.
Independent Schools Inspectorate
Many independent schools are members of associations such as the Independent Schools Council. They conduct their own inspections (for example through the Independent Schools Inspectorate). If the school belongs to a schools’ association, parents should complain to that association.
Care Quality Commission (CQC)
The CQC checks health and care services, such as:
- hospitals, GPs and ambulances
- dentists and mental health services
- care homes and home care
- services that use the Mental Health Act
The CQC does not usually investigate complaints, except for Mental Health Act cases. But your feedback helps them decide when to inspect a service.
Professional Bodies
These groups check that people in certain jobs are working safely and professionally.
You can contact them if your complaint is about a person, not a whole service.
- Teachers – General Teaching Council for England
- Doctors and GPs – General Medical Council
- Nurses and Midwives – Nursing and Midwifery Council
- Other health and care professionals (including specialists such as occupational therapists, physiotherapists, speech and language therapists and educational psychologists) – Health and Care Professions Council
- Social Workers – Social Work England
Tribunal
Parents and young people with SEND can appeal some decisions made by the local authority. This is called the SEND Tribunal.
It is used for disagreements about:
- Education, Health and Care Needs Assessments
- Education, Health and Care Plans (EHCPs)
You can find more information on the Education Health and Care Plans Tribunal page.