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by Jess Gibson

Ofsted has published an updated policy for inspection complaints that it says aims to approach providers’ concerns “fairly, thoroughly and efficiently”. 

Additional guidance has also been published around the process for pausing an inspection, ensuring it now applies to all childcare, education and social care inspections and regulatory visits. 

The new complaints process came into effect on 5 April 2024, applicable to inspections and regulatory activity carried out across all education and care provider types. 

The changes follow last year’s  in a bid to make the complaints process as clear and simple to use as possible.  

His Majesty’s Chief Inspector, Sir Martyn Oliver, said: “All inspections should be carried out professionally and with courtesy, empathy and respect. But should anyone have concerns, we will always want to resolve them as quickly as possible, which is why we have already introduced a helpline for providers to call during their inspection. Today’s changes offer a further opportunity to resolve complaints, should it be required. I want to assure providers that we will acknowledge any mistakes made and take steps to put them right. I’m determined that we will learn from complaints to improve the way Ofsted works. 

“We introduced a new ‘pausing policy’ in January for state schools, but today are going further to clarify the steps we’ll take when circumstances mean we have to pause the inspection of any school, further education, early years or social care provider. This includes occasions when leaders require support because of concerns about their well-being. 

“These reforms are all part of our ambition to make Ofsted the best it can be, and a world-class inspectorate and regulator. We will continue to review how we work, including through our Big Listen, which is offering everyone the chance to help us improve.”