Complaints policy and procedure

 If you have a concern

                                                                                                                                                       We would like you to tell us about it so that we can talk with you and see how best to remove your concern. We welcome suggestions for improving our work in the school.

Whatever your concern, please know that we shall treat it as being strictly confidential.

Be assured that, no matter what you wish to share with us, our support and respect for you and your child in the school will not be affected in any way.

Please do not delay telling us of your concern. It is difficult for us to properly investigate an incident or problem that is more than a day or two old.

After hearing your concern we shall act as quickly as we can. Please allow time for any action we may take to be effective. At all stages of our complaints procedure we will advise you of the deadlines for our response to your concerns.

What to do first

Contact the Headteacher's Personal Assistant. A time will be arranged for you to meet with a relevant member of staff. This meeting will be arranged as soon as possible so that you can sit and talk things through. You may wish to make a further appointment with the Headteacher.

What to do next

If you are still unhappy, you may formally write to the Headteacher, detailing you concerns. This will lead to a full investigation following DCSF guidelines. You may have to wait a short time while investigations are carried out in line with our published timescales - see the attached sheet.

Every effort will be made to resolve the situation and the Headteacher will send you a full written response.

If you are still unhappy

The problem will normally be solved by this stage. However, if you are still not satisfied you may wish to write to the Chair of the Governing Body.

The Chair of the Governing Body will probably discuss the matter with the Headteacher and may arrange for a further investigation. S/he will then write to you to say what s/he has decided to do in response to your complaint.

Further action

The Chair of the Governing Body, or you, may ask for your complaint to be heard by the Complaints Committee of the Governing Body.

The Complaints Committee would listen to you, to the Headteacher and others involved and come to a decision.