how to make a complaint to education department

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Making a complaint to the department

The department has mechanisms in place for receiving feedback on our programs and services, as it is integral to our on-going improvement.

To better understand how the department manages complaints to seek the outcome you require, please read the Complaints factsheet .

If you or someone you know is in crisis or danger  contact an emergency support service .

If you wish to make a complaint about the department or about one of the programs or services we deliver, please use the following Online complaint form .

Online complaint form

Or you can select the appropriate contact from the table below.

In order to ensure that we fully understand the nature of your complaint, please ensure that you leave your name and a way to be contacted so we may work with you on a suitable outcome.

If you cannot locate the area you need from the table, please send an email to [email protected] and we will direct your email to the most appropriate area of the department to respond.

If you have difficulty with English and need assistance to understand the content on this page, call the Interpreting Service (TIS National) on 131 450 for the cost of a local call.

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What Should I Report to the Hotline?

You should use the Hotline to report violations of Federal laws, rules, and regulations pertaining to ED programs and funding, including complaints involving ED employees, recipients of ED funds, schools, school officials, other educational institutions, contractors, lending institutions, collections agencies, or public officials. This includes, but is not limited to:

• Embezzlement, bribery, or other public corruption involving ED funds
• Serious mismanagement involving ED programs or funds
• Theft or misuse of Federal student aid
• Knowledge of fraud, waste, or abuse involving a financial aid administrator or other school officials
• Knowledge of fraud, waste, or abuse involving a student loan servicer or collection agency
• Knowledge that your school is not complying with regulations or laws involving Federal student aid or other ED program or operation
• Whistleblower reprisal (if you are an ED employee, also report reprisal to the  Office of Special Counsel )
• Conflicts of interest
• Contract and procurement irregularities
• Theft or abuse of government property
• Employee misconduct
• Ethics violations by ED officials

What Shouldn't I Report to the OIG Hotline?

If your complaint or allegation does not involve fraud, waste, theft, mismanagement, public corruption, or abuse involving ED programs or funds, you may need to contact another ED office or Federal or State agency for assistance. If your complaint or allegation falls under one of the categories below, please contact the agency or organization listed for assistance.

Who to Contact for Complaints Not Addressed Through the OIG Hotline

Complaints about student loans.

If you have a complaint about your student loan, contact the FSA Ombudsman’s Office. The Ombudsman Office is a neutral, informal, and confidential resource to help resolve disputes about your Federal student loans, including the following:

• problems that are not a result of theft or fraud involving your Federal student loan
• improper accounting errors on your student loan involving a collection agency or loan service center
• if you disagree with your loan servicer about the balance or status of your student loan
• technical assistance regarding your student loan
• mediation between you and your loan servicing center
• problems receiving student loan documents from your loan servicer
• help with disability forms or loan cancellation
• school closures and related loan cancellations

For any of the above student loan issues, please contact the FSA Ombudsman’s Office at 1-877-557-2575 (TDD 1-800-848-0983) or  https://studentaid.gov/feedback-ombudsman/disputes/prepare .

If you have an issue with your private student loan, or another private financial product or service: Please contact the Consumer Financial Protection Bureau at 1-800-411-2372 or http://www.consumerfinance.gov/complaint/#student-loan . You can submit a complaint about private student loans, which are often issued by a bank, a credit union, your school, or another lending institution.

If the Internal Revenue Service has or will offset income tax returns, or if you believe that there has been an improper garnishment of your wages for the repayment of student loans: Please contact the Office of Debt Collection Services at 1-800-621-3115 (or 1-202-377-3373 or 1-202-377-3374), or find more on what you can do if you defaulted on your student loan repayment here:  https://myeddebt.ed.gov/ .

Complaints About Schools and School Programs

If you have questions concerning the quality of education you received while attending a college, university, or trade school: Please contact your local Better Business Bureau, the school’s accrediting agency, the State licensing agency, or the State Board of Higher Education.

If your complaint involves a Head Start Program: Please contact the U.S. Department of Health and Human Services (HHS) OIG at 1-800-424-9121 or https://oig.hhs.gov/

If your complaint involves a school lunch program: Please contact the U.S. Department of Agriculture (USDA) OIG at http://www.usda.gov/oig/

Complaints About Discrimination

If your complaint involves discrimination on the basis of race, gender, ethnicity, religion, or sexual preference: Please contact the ED Office for Civil Rights: 1-800-421-3481 or http://www2.ed.gov/about/offices/list/ocr/complaintprocess.html

If you are an ED employee and your complaint involves discrimination on the basis of race, gender, ethnicity, religion, or sexual preference: Please contact the ED Equal Employment Opportunity Service Office: 1-800-872-5327 or  https://www2.ed.gov/about/offices/or/fs/ofo/oeeos.html .

Complaints About Scholarship Scams

If your complaint involves a scholarship scam:

If someone contacts you to offer you a scholarship and requests your bank or credit card account number for a processing fee—do not share any information. Immediately contact the Federal Trade Commission: 1-877-FTC-HELP or http://www.ftc.gov/scholarshipscams

Legal Aid at Work

How to File a Complaint with the Department of Education’s Office of Civil Rights

What is the department of education’s office of civil rights (ocr)  .

The Department of Education’s Office of Civil Rights (OCR) is the federal agency that enforces federal civil rights laws in schools and other educational institutions.  

What entities are covered by the OCR?

Any educational programs or activities that receive  federal funds from the Department of Education.  This includes all public schools, most public and private colleges and universities, and other programs that receive federal funds, such as some libraries and vocational rehabilitation agencies.

What types of discrimination does the OCR investigate?

The OCR investigates discrimination based on race, color, national origin, sex, age, and disability. The OCR investigates  disability discrimination  under Section 504 of the Rehabilitation Act of 1973 and the Americans with Disabilities Act of 1990. These federal laws apply to discrimination against people with disabilities, individuals who have a record of having a disability, and those who are regarded as having a disability.

What is a complaint of discrimination?

A complaint of discrimination is a signed statement stating that a school or program covered by the OCR has discriminated against you. It asks the OCR to investigate the discrimination that occurred.

Who can file a complaint of discrimination with the OCR?

Anyone who is at least 18 years of age can file a complaint of discrimination, either on behalf of themselves, another person, or a group experiencing discrimination. 

If you file a complaint on behalf of another person(s), you will need to have that person’s permission and submit a written consent form by mail. The consent form is available on the OCR website here:  https://www2.ed.gov/about/offices/list/ocr/complaintintro.html . 

The consent form must be submitted to the OCR by mail even if you email  the rest of your complaint information. 

If you are submitting a complaint on behalf of a minor, you must submit a consent form signed by their parent or legal guardian by mail or fax, even if you submit the rest of your complaint information by email.

How long do I have to file a complaint of discrimination with the OCR?

An OCR complaint must be filed within  180 days of the last act of discrimination.  

Many schools have internal or institutional grievance or complaint procedures. It is not required that an individual go through the internal process before they file an OCR complaint. However, if you choose to go through an internal process and you want to file an OCR complaint, you must file your OCR complaint within  60 days  after  the completion of the school’s internal process.

Can I file my complaint if I have missed the deadline?

Yes.  If it has been more than   180 days  since the last act of discrimination occurred, you may still submit a complaint. When you submit your complaint, you should request to file a late complaint and explain why your complaint is late. The 180-day requirement may be forgiven if you show there was “good cause” for the late filing. 

Some examples of “good cause” include illness, other incapacitating circumstances, and conditions created by the OCR which adversely impacted the complaint. For a list of additional good causes and more specific information on proving good cause, see Section 107 of the OCR’s Case Processing Manual at  https://www2.ed.gov/about/offices/list/ocr/docs/ocrcpm.pdf  and available on the OCR website.

Can I file a complaint with a different agency?

Yes,  you may file a complaint with a different agency. However, the OCR will not investigate your case if it is currently being handled by another agency or the school’s internal process which the OCR believes will result in a resolution that is comparable to the one you would receive through the OCR. 

You may file or re-file an OCR complaint after the school’s internal process or complaint process with another agency has concluded. You have  60 days  to file or re-file your complaint with the OCR after the alternate complaint process ends.

How do I file a complaint with the OCR?

There are three ways you can file a complaint with the OCR: 

• Submit your complaint online:  You may file a complaint with the OCR by filing out the electronic complaint form linked on the OCR’s website. 
• Discrimination Complaint Form PDF:  You may send the OCR’s Discrimination Complaint Form, which is available as a fillable PDF, to the OCR via mail or email. 
• Writing Your Own Letter:  You may write your own letter and either email or mail it to the OCR. This letter must be signed. 

You can find both the electronic complaint form and PDF complaint form on the OCR’s website here: https://www2.ed.gov/about/offices/list/ocr/complaintintro.html  

The OCR’s email is  [email protected]  

The OCR has multiple offices around the country. To find the mailing address for the office serving your state, visit this link: https://www2.ed.gov/about/offices/list/ocr/addresses.html

What do I include in my complaint?

If you fill out the  electronic complaint form  or the  Discrimination Complaint Form PDF , you will be asked to provide the reason for your complaint and describe any act(s) of discrimination you believe you have experienced. Be sure to include: 

• The kind of discrimination (race, color, national origin, sex, disability, age, and/or retaliation) that you or the person(s) you are filing for experienced. 
• A description of the discriminatory act(s) with all dates, the name of each person involved, and the name of all witnesses. 
• The most recent date that a discriminatory act occurred. Remember, if more than 180 days have passed since this date, you will need to request a waiver and explain why you did not file on time. 
• The reason(s) you believe the act(s) were discriminatory. 
• Ways you have attempted to resolve the situation and the name of any school office, official, or designated employee with whom you attempted to resolve the situation. 
• Whether you used an internal grievance procedure, appeal, or due process hearing. 
• Whether you have filed with another agency or court. You should include any specific information you have about the complaint you filed, including the name of the agency/court, the date filed, the case or reference number, the status, and the result or finding. 
• The resolution you are seeking. 

If you choose to write your own  letter  to send to the OCR via email or mail, be sure to include  all the above information and the following information:  

• Your name, address, and if possible (though not required) your phone number where you can be reached during business hours. 
• Information about the person(s) or class of persons injured by the discriminatory act(s). It is not required that you include the names of these persons. 
• The name and location (city and state) of the institution that committed the discriminatory act(s). Be sure to list the specific department or school involved. 

What happens after I file a complaint?

After you file your complaint, the OCR will evaluate each of your claims to decide if it should investigate. If the OCR decides to investigate, they will send you and the school a letter stating that the OCR is opening an investigation. 

If the OCR decides to investigate your complaint, the OCR may review documents and interview you, any witnesses, and personnel of the school you are bringing the complaint against. The OCR might also conduct site visits. 

At the end of the investigation, the OCR will decide whether it believes discrimination occurred. The OCR will provide you and the school with a letter explaining its findings. If the OCR finds the school discriminated against you, the OCR will try to settle your complaint with the school.

What happens if I want to file a lawsuit?

You do not need to file a complaint with the OCR to file a lawsuit. If you choose to file a complaint in federal or state court, you can still file an OCR complaint after your lawsuit ends. Under some circumstances, you may be able to file or re-file an OCR complaint within  60 days  after your lawsuit ends. 

You may also choose to file a suit in a federal court  after  the OCR accepts and resolves your complaint, regardless of the OCR’s findings.

Where can I go if I have more questions about filing a complaint with the OCR?

More information about the complaint process is available on the OCR’s website:  https://www2.ed.gov/about/offices/list/ocr/index.html  

Additional information on how to file a complaint can be found here:  https://www2.ed.gov/about/offices/list/ocr/docs/howto.html  

Information about how the OCR handles complaints can be found here:  https://www2.ed.gov/about/offices/list/ocr/complaints-how.html  

Answers to common questions about the complaint process can be found here:  https://www2.ed.gov/about/offices/list/ocr/qa-complaints.html  

A short video explaining requirements for submitting a complaint, the complaint evaluation process, and other information about the OCR can be found here:  https://youtu.be/dvxa5dYNKK8  

Provide feedback or make a complaint to the Department of Education

How you can provide feedback about our services, such as schools, teaching, exams, child care, or employees.

Quick links

Report abuse if you’re a current or former student, on this page, how we respond to complaints, early childhood education and care services, victorian government schools, independent or catholic schools, department employees and services, victorian school building authority (vsba), raising privacy concerns.

We welcome feedback from students, families and members of the community as it helps us know what we are doing well and what we can improve.

Feedback includes compliments, complaints, and suggestions about how we can improve in the future.

If you have a concern about your child's education or department services, we will:

• outline the process for dealing with your complaint
• provide you with any reasonable support to lodge your complaint
• treat you respectfully
• act impartially and objectively
• maintain confidentiality and privacy as required
• provide an indicative time for addressing your issue
• keep you informed of the progress of our inquiries
• when extended time is required provide reasons for our decision
• inform you of your rights of internal or external review.

How to provide feedback or make a complaint

We run a large range of services across Victoria. Your feedback is best handled by staff who work in the relevant area.

Complaint about child care or early childhood education services

If you are concerned about your child's education, care or licensed children's service, you should raise your concerns with the service first. If your complaint cannot be resolved by the service, you should then raise it with the department.

Refer to: Make a complaint about child care or children's services .

Complaint about staff from the department's Quality and Regulation Division

You can make a complaint about a Quality and Regulation Division (QARD) staff member or your satisfaction with the action taken by QARD.

Refer to: Make a complaint about Early Childhood Services (ECS) .

Feedback about government schools or school staff

You can provide feedback to compliment the education system, school and staff or provide suggestions to assist with continuous improvement of schools.

Refer to: Provide feedback about government schools or school staff .

Complaint about government schools or school staff

Complaints start with raising the issue with the school and trying to find a resolution. If you need more support, first raise your complaint with your local department office. If you need further support, then raise your complaint with the department's central office.

• Refer to: Raise a complaint or concern about your school . There, you will also find a link to the Parents Complaints policy for Victorian government schools.
• Complex complaints may need to be resolved by the Independent Office for School Dispute Resolution .

Complaint about the Victorian school curriculum and examinations

The Victorian Curriculum and Assessment Authority (VCAA) will respond to complaints about the:

• school curriculum
• examinations

Refer to: Complaints handling policy and procedure .

Complaint and regulation of student exchange programs

The Victorian Registration and Qualifications Authority (VRQA) investigates complaints against student exchange organisations.

Refer to: VRQA complaints .

Report racism or religious discrimination

Everyone in our school community deserves to be respected, valued and treated equally. Discrimination or abuse based on religion or race is not tolerated in our school communities.

If your child has been the target of, or has witnessed, religious or racial discrimination or abuse, report it to your school. They will make sure appropriate action and support is provided.

Refer to: Report racism or religious discrimination in schools.

If you have experienced any form of sexual abuse as a student at a Victorian government school, either recently or in the past, we encourage you to  report it to us and the police .

You can contact police services:

• Victoria Police on  000  if the risk is immediate
• your  local police station  or your local Victorian Police  Sexual Offences and Child Abuse Investigation Team (SOCIT) .

You can contact the department by:

• Phone: (03) 9057 4500
• Email:  [email protected]

Information on access to counselling assistance and other supports, and how to make a claim for compensation is available.

Refer to:  Report abuse if you’re a current or former student .

If your concern relates to a catholic school, you can contact the Catholic Education Commission of Victoria .

If your concern relates to an independent school, refer to: VRQA complaints.

Making a complaint as a member of the department

If you have a complaint, lodge it with your immediate manager. You will need to outline what your complaint is about and  how you would like to resolve it   . If the complaint is about your immediate manager, then discuss the issue with the manager one step above (your manager’s manager).  

Refer to: Human Resources - complaint procedure FAQs.

Report fraud or corruption

If you know or have reason to believe a departmental employee, contractor or service provider has been involved in fraudulent or corrupt conduct, you should report it as a complaint or public interest disclosure.

Refer to: Human Resources - report fraud or corruption.

Offer feedback or complimenting a member of the department

If you wish to pass on general feedback or a compliment, contact the department switchboard. Phone (03) 9637 2000 and ask for the business area involved.

You should first discuss your concerns with the relevant staff member or team (where applicable). If you need further support, you can use our online form to submit your feedback or lodge a formal complaint.

Refer to: the VSBA's customer service commitment .

You can raise privacy concerns about departmental processes, staff or services associated with the:

• handling, or
• sharing of personal or health information.

You can raise a concern or complaint with your local regional office or our privacy team.

Refer to: Make a privacy complaint .

Updated 15 December 2023

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Complaint Procedures

A complaint is a statement alleging that a local school, school district, or county of education policy has been violated or that a state or federal law or regulation has been violated.

If you have a complaint, submit it in writing to your school, district, or county office of education, following the governing board policies and procedures. The local governing board has ultimate authority over many subjects, including:

• hiring and evaluation of staff
• student assignments
• student discipline
• facility conditions

If you don’t get a response or decision or don’t agree with a response or decision please refer back to the governing board policies and procedures of the district, county office of education, or charter school for guidance. Districts are required to provide copies of these policies free of charge. Many post these documents on their Web site.

Please select the content area related to your specific concern and click on the link provided for further information and to file a complaint for that specific area.

Special Education Division Complaint Support Unit For complaints regarding special education.

Education Equity Uniform Complaint Procedures (UCP) Office For complaints regarding K-12 student discrimination, harassment, intimidation, and/or bullying based on a protected class.

UCPs For complaints regarding specific federal and state programs please contact the appropriate office found at UCP Contacts .

The following web pages are outside the California Department of Education.

U. S. Department of Agriculture (USDA) Food & Nutrition Service For complaints regarding National School Lunch, School Breakfast, Special Milk, Child and Adult Care Food, Summer Food Service, or Commodity Supplemental Food programs.

• Complaint Procedures (this page)
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We can assist parents, carers and students who do not speak or understand English well, the deaf or hearing impaired and those with a speech impairment. If you need another kind of support to make a complaint, please let us know and our staff will do their best to help you.

Our Easy Read guide explains with words and pictures how to make a complaint, give a compliment, or suggestion to our schools. The guide also contains information about supports available to make a complaint.

Easy Read guide

The National Relay Service is an Australia-wide phone service for people who are deaf or have a hearing or speech impairment.

Our schools and communities will make sure that written communication is appropriate, fair and easy to read.

Support persons and advocates

You may bring a friend or relative to be your support at meetings. For more information about how others can assist you in making and progressing a complaint, see our guide about the role of support persons and advocates .

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Information is available in many languages about:

• Making a complaint about NSW public schools
• How support persons and advocates can help you make a complaint

We can arrange onsite, online or telephone interpreting and translation services for meetings or interviews with a school or the Department of Education, if available - just ask beforehand.

Visit translated documents to search for more information about the department.

Support and Resources for Aboriginal Families

We recognise and value the learning that Aboriginal children bring with them from their homes and communities into the classroom, and want to work with families to support children in their learning. If you are worried about something that is happening at school, let us know as soon as you can. If we know about something early, we can work with you to find a solution. See our information for Aboriginal families about making a complaint.

When responding to a complaint, our schools are committed to:

• Being understanding and open to all Aboriginal communities
• Understanding that all families are different and, like all communities, these differences will affect family choices and practices
• Respecting Aboriginal ways of knowing and communication
• Being open to families, communities, Kinship groups and Elders being involved in the complaints process

We know that, sometimes, parents, carers and family would feel more comfortable talking with mob, or another Aboriginal person about what is happening. You can ask to speak to:

• The Aboriginal Education Officer (AEO), if the school has one.
• Someone in the local Aboriginal Education and Wellbeing Team, such as the Aboriginal Community Liaison Officer (ACLO) at the school’s local network office.
• If you would like to speak with an independent person who can talk on your behalf or support you through the complaint process, you can contact your local NSW Aboriginal Education Consultative Group (AECG). To find details of the Regional Committee for your area, go to the AECG website at https://www.aecg.nsw.edu.au

To find the details of a school’s network office, go to: Finding a Public School .

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A State complaint is a written, signed statement of an allegation that a local or State educational agency (e.g., school district or other public agency) has violated a requirement of federal or New York State (NYS) law or regulation relating to the education of students with disabilities. If a parent, individual, or organization believes that such a violation has occurred, they may submit a written, signed State complaint to the New York State Education Department (NYSED). Upon receipt of a State complaint, the NYSED must determine if the alleged violation occurred and issue a written decision of its findings.

The  New York State Complaint Procedures – Questions and Answers  document clarifies the procedures used by the NYSED in the investigation and resolution of State complaints which allege that a school district or public agency has violated a requirement of Part B of the Individuals with Disabilities Education Act (IDEA) or State law or regulation relating to the education of students with disabilities. In addition, the NYSED has developed a sample State complaint form that may be used to submit a complaint. Use of the sample State complaint form is optional. However, use of this form is recommended to help ensure that the required information is completed.

The NYSED encourages parents and school districts to use collaborative, nonadversarial means such as mediation to resolve complaints regarding the education of a student with a disability whenever possible.

Filing a State Complaint

Parent, individual or organization (complainant) submitting the state complaint.

• Requests for a State complaint must be made in writing.
• A State complaint must be signed by the complainant (faxed or e-mail signatures will not be accepted).
• a statement that a school district or public agency has violated a requirement of Part B of IDEA or State law/regulation related to students with disabilities;
• the facts on which the statement is based;
• contact information of the person filing the complaint;
• the name and address of the residence of the child;
• the name of the school the child is attending;
• in the case of a homeless child or youth, available contact information for the child and the name of the school the child is attending;
• a description of the nature of the problem of the child (the concerns that led you to file the complaint), including the facts relating to the problem; and
• a proposed resolution of the problem to the extent known and available at the time the person is filing the complaint.
• The complaint must allege a violation that occurred not more than one year prior to the date that the complaint is received.
• The individual filing the complaint must forward a copy of the complaint to the school district or other public agency serving the child at the time the person files the complaint with NYSED.

State Complaint Procedures

• The school district or public agency must give the procedural safeguards notice to the parent upon receipt of the first State complaint in a school year.
• The parent, individual or organization filing the complaint has the opportunity to submit additional information, either orally or in writing, about the allegations in the State complaint.
• The school district or public agency has the opportunity to respond to the State complaint, including, at a minimum: (a) at the discretion of the school district or public agency, a proposal to resolve the complaint and (b) an opportunity for the school district or public agency and the parent who filed the complaint to voluntarily engage in mediation.
• Within 60 calendar days after a complaint is filed (received), NYSED will issue a written decision to the complainant that addresses each allegation in the complaint and contains findings of fact and conclusions and the reasons for the final decision. NYSED will include, if needed, procedures for effective implementation of its final decision, including technical assistance, negotiations and corrective actions to achieve compliance.
• NYSED can grant an extension of the 60-calendar-day time limit only if exceptional circumstances exist with respect to a particular State complaint or the parent, individual or organization and school district or other public agency involved voluntarily agree to extend the time to resolve the matter through mediation.
• NYSED is required to set aside the complaint or any part of a State complaint that is being addressed in a due process hearing until the conclusion of the hearing. Any issue in the complaint that is not part of a due process hearing must be investigated and resolved. If an issue raised in a State complaint has previously been decided in a due process hearing involving the same parties, then the due process hearing decision is binding on that issue and NYSED will inform the complainant that the decision is binding. A complaint alleging a school district’s or other public agency’s failure to implement a due process hearing decision will be resolved by NYSED.
• NYSED will review all relevant information and make an independent determination as to whether the school district or other public agency is violating a requirement of Part B of IDEA or State law/regulation and must, if it determines it to be necessary, carry out an independent on-site investigation.

Instructions: Complete, sign, and make two copies of the original State complaint form posted below.

• Send the original State complaint form to the New York State Education Department (NYSED), Office of Special Education, 89 Washington Avenue, Room 309 EB, Albany, NY 12234, Attention: State Complaints.
• Send one copy of the State complaint form to the school district serving the child at the same time that the complaint is filed with NYSED.
• Retain a copy of the State complaint form for your records
• The form must be signed or it cannot be processed and will be returned to you for signature. NYSED will only accept formal complaints with ORIGINAL signature. State complaints that are faxed or emailed will not be accepted.

New York State Complaint Form

Use of this form is recommended but not required. If using your own format to submit a State complaint, you must provide the required information as indicated by asterisks (*) on the sample form. Please contact the Special Education Quality Assurance office located in your region with questions regarding the use of this form or the procedures involved in submitting a State complaint.

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Department of Education Complaints

I have a problem with my federal student loans. where can i file a complaint.

If you have a complaint about problems with your federal student loans or your loan servicer, you can file a complaint online on the Department of Education Federal Student Aid complaint page . The page will ask you if you want to log in to your FSA account. You do not need to log in to your account, but your complaint may be processed faster if you do.

If the problem you filed the complaint about is not fixed, you can also contact the Department of Education Student Loan Ombudsman Group. The Ombudsman Group is a neutral, informal, and confidential resource to help you resolve complaints about your federal student loans.

If you already submitted a complaint online, you can log in to your FSA account and request to have the Ombudsman Group contact you to follow up about your complaint. You can also call  the Ombudsman at 1-877-557-2575 or send a letter in the mail to the address below:

U. S. Department of Education Office of Federal Student Aid P.O. Box 1854 Monticello, KY 42633

What is a loan servicer? A loan servicer is a company that is assigned to manage your loans. You may have more than one loan servicer depending on your situation. Your loan servicer collects payments, responds to customer service requests, and performs other tasks associated with maintaining your loan. If you’re not sure who your federal student loan servicer is you can look it up in My Federal Student Aid. For more information about common problems with loan servicers, see our servicer page.

What is an ombudsman? An ombudsman is a public advocate who usually works in a government agency to investigate complaints and help people resolve their problems.

Share Your Story

The National Consumer Law Center (NCLC) shares stories about borrower issues with lawmakers and policy advocates on a regular basis.  Share your story  and help us fight to make the law better for borrowers!

Student Loan Borrower Assistance is a project of the National Consumer Law Center.

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• Corporate information

Complaints procedure

How we handle your complaints, and advice on how to complain about a school, an early years provider or a children's social care service.

If a letter or email you receive from us takes too long to arrive, is not clear, or uses an inappropriate tone of voice, we want to know. Similarly, if our reply to your telephone enquiry is not polite and professional, we want to know.

How to make a complaint about the Department for Education

Provide us with as much detail as you can to help us investigate your complaint:

• say what the problem is
• say what you want to happen
• provide information on any relevant communication with us on the subject, including, for example, any reference numbers on letters or emails, and the times and dates of any conversations
• address your complaint to the person responsible if you have their name

Do not send copies of the same letter or email to multiple ministers and officials.

Ministerial and Public Communications Division Department for Education Piccadilly Gate Store Street Manchester M1 2WD

Contact form https://form.education...

Telephone 0370 000 2288

Opening times: Monday to Friday 9.30am to 5pm, (excluding bank holidays) Find out about call charges: https://www.gov.uk/call-charges

How we treat your complaints

When we receive a complaint, we immediately refer it to an appropriate staff member who will then carry out an investigation.

We will reply in writing, or by telephone, within 15 working days from when we receive your complaint. If it is not possible for us to fully respond to you within this time, we will let you know and tell you what we are doing to deal with your complaint, when you can expect the full reply and from whom.

We will always acknowledge where things could have been done better and tell you what we will do to avoid the same thing happening again. Equally, if we don’t agree with your complaint, we will let you know why.

What to do if you aren’t satisfied

The full reply to your complaint will include details of who to contact next if you think we have not dealt with it properly. This will normally be an appropriate senior departmental official.

That is the final stage of review for any complaint within DfE but, if you are still unhappy, you can refer your complaint to the Parliamentary and Health Service Ombudsman through your local MP.

Our customer service standards

Our Ministerial and Public Communications Division deals with most of our letters, emails, telephone enquiries and consultations.

• respond to your letters and emails (including complaints) within 15 working days, or 20 days for freedom of information requests (in line with government standards)
• answer at least 90% of calls within 30 seconds between 9.30am and 5pm on working weekdays
• give you a response from the person best placed to answer your questions or provide the advice you need
• be as polite, clear and helpful as possible
• encourage you to give us feedback on our service so we can improve it

However we cannot respond to complainants who use obscenities, racist or homophobic language, or who are personally offensive about members of our staff.

Questions we can’t help with

The procedure explained here is not for complaints about particular government policies. If you have a complaint about a policy, you can contact the minister for that policy, or alternatively contact your local MP .

Complain about a school or an academy

If you need to complain about a school or an academy, you should first approach them direct and complete their complaints procedure. This should be published on their website. You can use the ‘Get information about schools’ service to find the school’s website and view their complaints procedure.

Find out who to complain to if you believe your complaint wasn’t handled correctly .

Complaints advice for schools

All schools, including academies and free schools, must set up a complaints procedure .

Further guidance for schools and guidance for academies is available.

Complain about an early years provider

If you need to complain about an early years setting or childcare provider, you should approach them directly.

All early years settings (including childminders) must set up a complaints procedure .

Contact Ofsted if you feel your complaint was not resolved or if you think Ofsted need to be made aware of it.

Complain about local authority children’s services

If you need to complain about children’s social care or the child death review process within a local authority, you should approach the local authority directly.

All local authorities must set up a complaints procedure . Contact your local authority directly to find out how to make a complaint.

Contact your local ombudsman if you feel your complaint was not handled according to the local authority’s complaints procedure. You should also contact your local ombudsman if you wish to complain about the way your local authority handled a child death review.

Complain about a higher education ( HE ) provider

If you have a complaint about your HE provider you should contact them directly.

Your provider will have a complaints procedure you can follow and will send you a ‘completion of procedures’ letter at the end of the process.

Contact the Office of the Independent Adjudicator for Higher Education ( OIA ) if your complaint cannot be resolved though the provider’s complaints process.

The OIA can only support current or former HE students.

The government:

• cannot get involved in individual disputes between English universities and their students
• does not review OIA decisions

Complain about a Skills Bootcamps course

Learners and employers who want to complain about a course should contact their training providers. All Skills Bootcamp training providers must have a complaints procedure .

If you feel your complaint has been handled poorly, or the training provider has unduly delayed their response, you can complain about the handling of your complaint .

We will need the following information:

• the name of the Skills Bootcamp course and training provider
• the details of your complaint, including key dates
• a copy of the original complaint sent to the training provider
• if available, a copy of the letter or email from the training provider setting out the final response to your appeal
• permission to disclose details of your complaint to the training provider
• if you’re acting on behalf of a learner, evidence of their permission to do so

Complain about an initial teacher training (ITT) application

You can use the apply for teacher training page if you have a complaint about an ITT application, including if you’ve been treated unfairly.

Report a concern about a child or young person’s safety or welfare

If you are concerned about a child or young person, you should:

• call 999 if you think the child or young person is in immediate danger
• call the local police on 101 if you think a crime has been committed against the child or young person
• contact your local council if you think a child or young person is at risk or is being abused or neglected

Whistleblowing

If you work in an early years or educational setting, or a children’s social care service, and are concerned about suspected wrongdoing, you should follow the institution’s process for ‘blowing the whistle’ .

If you are a professional with concerns about how child protection issues are being handled in your organisation, or another organisation, you should contact the national child abuse whistleblowing advice line on 0800 028 0285 or [email protected] .

All local-authority-maintained schools should set up a whistleblowing procedure .

Report fraud

If you believe there is fraud or financial wrongdoing at an organisation we fund email full details, including the name of the organisation, to [email protected] .

We will investigate cases where there is enough evidence.

During an investigation, we will try to keep your identity confidential, but we cannot guarantee it. In sufficiently serious cases, we may reveal your identity to the police or other authorities.

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Ed Department Sees Jump In Disability Discrimination Complaints In Schools

by Michelle Diament | June 3, 2024

The U.S. Department of Education's Office for Civil Rights is reporting an increase in the number of complaints it has received related to disability discrimination in schools. (Ting Shen/The Dallas Morning News/TNS)

Complaints of disability discrimination in the nation’s schools are at their highest level in six years, the U.S. Department of Education says.

A newly released annual report shows that the agency’s Office for Civil Rights received 6,749 complaints of disability discrimination during the 2023 fiscal year, which ran from October 2022 through September 2023. That’s up from 6,390 the year prior and is the largest number since 2017 when over 7,200 similar complaints were filed.

The increase comes as the Education Department’s Office for Civil Rights received a record number of complaints overall. The office, which is charged with investigating discrimination based on race, color, national origin, sex, disability and age in programs funded by the Education Department, said it logged 19,201 complaints during the 2023 fiscal year and resolved 16,448 cases.

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“The continued need for reminders and enforcement of these core civil rights requirements is disheartening,” wrote Catherine E. Lhamon, assistant secretary for civil rights at the Education Department, in the report. “Yet, school communities’ commitments to right what had been wrong and to support their students’ full and fair access to education inspire me, protect students and fulfill our nation’s highest aspirations for whom we will be.”

Of the disability complaints, the annual report shows that the largest chunk — 2,744 — were related to the right of students with disabilities to receive a free appropriate public education. Other big issues prompting complaints were different treatment, exclusion or denial of benefits and retaliation.

During the 2023 fiscal year, the Office for Civil Rights indicated that it addressed complaints related to timely evaluations, shortened school days, restraint and seclusion, access to athletics, services during the COVID-19 pandemic, accessibility and more.

“I think the increased number of complaints ties directly to the lack of oversight in the states for the implementation of the law,” said Denise Marshall, CEO of the Council of Parent Attorneys and Advocates, or COPAA, a nonprofit that advocates for the rights of students with disabilities and their families. “The fact that states are not holding districts accountable is not new. OCR investigating and issuing resolution agreements is, in my opinion, some of the only accountability happening, especially around segregation, harassment, equity and disability related discrimination.”

Typically, disability complaints account for the largest percentage of those received, the Education Department said, but that was not the case in 2023. That’s because a single individual filed 5,590 complaints of sex discrimination, substantially altering the ratio.

The civil rights office said that its overall complaint volume has nearly tripled since 2009, but its staff has been reduced since that time. Disability and civil rights organizations have been pushing for increased funding for the office to ensure that it can appropriately handle the increased caseload.

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View this article online at https://www.disabilityscoop.com/2024/06/03/ed-department-sees-jump-in-disability-discrimination-complaints-in-schools/30901/

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