During the school day events of school life there may be occasions when children are unhappy with an event or decision that has been made. We encourage parents/carers to discuss this with us so that we can do our best to explain, and where necessary, rectify the situation. The following stages explain the procedure for making a complaint.
STAGE 1 – Informal
Discuss the issue with the member of staff involved, this will probably be the class teacher. Informal complaints can be made in person, by telephone or in writing. Explain what the problem is and what you wish to do be done to resolve the matter. If you are still unhappy then request to speak to the headteacher or one of the senior managers of the school.
STAGE 2 – Formal
If you are unhappy and feel that the matter is unresolved you can request a Complaints Form to be returned to the headteacher, if you have not already spoken to them regarding the matter. Return to the Chair of Governors if it refers to a complaint about the headteacher. Your form will be acknowledged in 5 school days and a full written response made within 20 school days. If this is not possible e.g. the complaint is complex, then you should be notified of the delay and reason in writing, and a new expected response date should be agreed.
STAGE 3 – Formal complaint heard by the Chair of Governors
Very few matters ever reach this stage, however if you are still dissatisfied then you should request the General Complaints Policy and complete the Complaint Review Request Form and send this to the Clerk of Governors (via school) enclosing a copy of your original written complaint form. Your form will be acknowledged in 5 school days and a full written response made within 20 school days. If this is not possible e.g. the complaint is complex, then you should be notified of the delay and reason in writing, and a new expected response date should be agreed.
If the matter cannot be resolved at this stage, and the complainant wishes to take the matter further, you will be given clear information about how to proceed with a formal complaint at Stage 4.
Please note there are regular meetings with Parent Governors that give you the opportunity to discuss any issues or questions that may arise, as well as to suggest ideas that school may wish to consider. Please note it is not the role of the parent governor to bring a complaint on your behalf, they will, of course, be more than happy to assist you.