ISI welcomes feedback from individuals and organisations on all aspects of our work.
Complaining about ISI
Whilst most inspections do not lead to a complaint, we take seriously any complaint we receive and will respond to it in accordance with the relevant complaints policy as outlined below:
Complaints about ISI's Association school inspections under the Inspection Complaints Policy.
Complaints about ISI’s BSO inspection related activities are considered under the BSO Inspection Complaints Policy.
Complaints about ISI's PFE inspection related activities are considered under the PFE Inspection Complaints Policy.
Complaints about ISI’s non-inspection-related activities are considered under the Non-Inspection Complaints Policy.
Stage one: Informal resolution during inspection and/or immediately post-inspection
We value and prioritise open communication between school leaders and inspection teams on inspection. The reporting inspector will try to resolve any issues as quickly as possible.
If a school or college leader feels the reporting inspector was unable to resolve an issue during the onsite inspection, they can request a video call with ISI to discuss their concerns informally.
This must be done by submitting an online request form for a video call using the following online request form.
Forms must be submitted within four term-time working days of the end of the onsite inspection.
Any issues raised during the video call will be considered by the quality assurance team within our post-inspection quality assurance process.
For more information about the process and timeframes for raising an informal complaint, please refer to the relevant section of our Inspection Complaints Policy.
Stage two: Written complaint
School and college leaders can submit a formal written complaint after receiving their draft inspection report.
This must be done by completing and submitting the following online form.
Forms should be submitted within five term-time working days of receiving the draft inspection report.
ISI will review the written complaint. In exceptional circumstances we may request a video call with leaders if we need to clarify the complaint.
For more information about the process and timeframes for submitting a stage two written complaint, please refer to the relevant section of our Inspection Complaints Policy.
Stage three: Request for referral to independent adjudicator
School and college leaders may request referral of a stage two written complaint and ISI’s response to an independent adjudicator for review.
If leaders choose to do this, they must complete and submit the following online form.
Following referral, the independent adjudicator will consider whether:
- Leaders have demonstrated sufficient reason for the referral;
- ISI has followed this policy in handling your complaint; and/or
- ISI decision making was unreasonable in response to the complaint.
For more information about the process and timeframes for making a stage three referral to an independent adjudicator, please refer to the relevant section of our Inspection Complaints Policy.
ISI’s pool of independent adjudicators
ISI has a pool of independent adjudicators recruited by the ISI Board through an external process..
These are contracted professionals who are independent of ISI.
The role is not open to any inspector, employee or person currently or previously providing services other than complaints adjudication to ISI.
To be appointed, independent adjudicators must demonstrate significant experience and understanding of complaint handling and/or quality assurance. This includes the ability to make reasoned judgements and write reports with clarity, accuracy and independence.
Applicants must also have a clear DBS and a commitment to maintaining confidentiality.
If leaders refer their complaint for independent adjudication, they receive the name and a brief biography of the independent adjudicator handling their stage three complaint referral.