School transport guidance 2025

Complaints

104. It is essential that local authorities have available a robust and responsive complaints system with procedures that are simple and clear, involving as few steps as possible and with complaint handling arrangements that are easily accessible. Complaints should be dealt with promptly, avoiding unnecessary delay, and in line with service standards. Complainants should be told how long they can expect to wait to receive a reply and regularly informed about progress and the reasons for any delays. It is vital parents and carers can raise concerns about, for example, decisions to remove school transport services and/or safe walking routes. This will ensure that parents and local authorities in get the best out of school travel.