School Complaints Procedure

We care about what you think

The Policy of this School is to work in partnership with parents/carers and the wider community.

Therefore any person, including members of the public, can make a complaint. We try hard to do our best for all our pupils/students. Your views help us plan for the future. We like to know when things are going well. We also want parents/carers to tell us about their worries, concerns or complaints as soon as possible. It is much easier for the school to sort out a recent problem than something that happened some time ago.

Our commitment to you

  • We will deal with your concern or complaint in a professional manner.
  • It will be looked into thoroughly, fairly and as quickly as possible.
  • We will keep you up-to-date with what we are doing.
  • We will apologise if the school has made a mistake.
  • We will tell you what we are going to do to put things right.

 

What to do first

If you have a concern about anything we do you can tell us by telephone, in person or in writing.

If any of these are difficult for you, a friend or advocate can speak to the school on your behalf.

Most concerns or complaints will be sorted out quickly either by putting things right or by explaining the School’s actions to you.

In accordance with equality law, we will consider making reasonable adjustments if required, to enable complainants to access and complete this complaints procedure. For instance, providing information in alternative formats, assisting complainants in raising a formal complaint or holding meetings in accessible locations. We take our duties under equality law seriously and we encourage any person having difficulty accessing this procedure to contact us immediately in order that reasonable adjustments can be made.

Complainants should not approach individual governors to raise concerns or complaints.

They have no power to act on an individual basis and it may also prevent them from considering complaints at the Review Stage of the procedure.

 

Learn

Try to go to the member of staff involved or your child’s class teacher (primary and nursery schools)/your child’s form tutor or head of year (secondary) who will either deal with your issue or pass you on to someone who is more able to help.

Please remember that the beginning or end of the school day can be a very busy time. If you talk to a teacher at these times, for practical reasons, it may not be possible to sort things out there and then. Be prepared for them to make an appointment to see you/to ring you at a more convenient time.

In considering concerns or complaints, the School will ensure that they are dealt with effectively and with fairness to all parties. Where possible, complaints will be resolved informally. Where a complaint has not been resolved informally, then the formal procedures set out in section “6(ii)”

will be followed. Where your concern or complaint is considered sufficiently complex or serious, the school may choose to investigate formally from the outset.

 

What is a concern or a complaint?

(a) A concern or a complaint is defined as:

  • An expression of dissatisfaction about the conduct/operation of the School.
  • The conduct of, actions or lack of actions by a member of staff/the Governing Board/an individual governor.
  • Unacceptable delay in dealing with a matter or the unreasonable treatment of a pupil or other person.

(b) This procedure does not cover complaints or concerns that are dealt with under other statutory procedures, including those listed in the following table, as separate procedures apply.

 

Note

  • Serious complaints or allegations relating to the abuse of children, assault, criminal or financial matters are also subject to separate procedures. The table following is not exhaustive, and separate procedures may exist for other categories.
  • For complaints regarding governors, the school will follow this Policy to resolve the issue.

For further information please read our policy.

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