Complaints procedure: raising concerns and making complaints about Ofsted
Date: 27 Aug 2009
Reference Number: 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 2599, and 2473. 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 this means, or the person expressing the concern does not feel that due 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 08456 404040.
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 be made in writing (including email at firstname.lastname@example.org) to:
The Complaints Manager
Ofsted National Business Unit
Royal Exchange Buildings
St Ann's Square
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. We will also include details of how to ask for further internal and independent review if you are not satisfied with the response.
A revised version of the below document was published in August 2009.
Download the full publication and available documents
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