Complaints

Dealing with Concerns
Should you have a complaint or concern regarding the Department of Education, Sport and Culture, guidance is provided on the attached link.

The Department is committed to dealing appropriately and in confidence with any queries or issues that you may have.

Complaints about a school
Schools in Jersey want their children to do well and be happy. They recognise that you as a parent or guardian play an important part in making this happen. Therefore, schools aim to provide as many opportunities to keep you informed and involved in your child's progress as they possibly can. Regular reports, open days and visits all helping the process. Questions and concerns are usually dealt with quickly and helpfully.

However, we recognise there are times when things go wrong, when concerns continue and differences of opinion develop. These can usually be resolved by speaking to the right person. Most concerns can be settled without too much trouble, but whatever the issue, even where you are seriously concerned about your child's future at the school, it's always important to try to find an answer. Disruption to a child's education would be the most damaging result of all.

What to do first
Establish what actually happened. Remember there is often more than one view about an incident or situation. For example, your child may well be telling the truth but it may not be the whole story.

What do you want to complain about?
What do you hope will happen as a result of your complaint? It might help to talk this through with a friend or relative.
When you make a complaint, remember that although you want to change a situation, you want it to end on a positive note with no bad feelings. In order to do this you should try to follow the procedures carefully and always try not to put yourself or anyone else into a corner.

What to do next
When you are clear in your own mind as to what you believe has happened, you then need to speak to someone at the school. Contact the Headteacher to arrange such a meeting.

If you are still unhappy
In most cases, the problem will have been solved by this stage. However, if you are still unhappy and you wish to make a formal complaint:

• For schools with Governing Bodies the complaint should be put in writing to the Chair of Governors.
• For primary schools who do not have a Governing Body, the complaint should be put in writing to the Director for Education, Sport and Culture.