Raising Concerns or Complaints

Link to Guidance Document/ Policy.

From time to time things can and do go wrong. However, we operate a problem-solving approach to solving any issues which arise in school. The first person to approach is your child’s class teacher. Ask for a quick word as quickly as possible. Don’t let issues fester, speak regularly with the teacher – a timely and quiet word often brings a quick resolve!

If an issue continues or is particularly serious, please arrange to speak with a Senior Teacher.

If the issue remains unresolved after this an appointment should be sought with the Deputy Headmistress, (JavaScript must be enabled to view this email address).

The Headmaster is the last line of problem solving but will be informed of any action his senior staff are taking; senior staff act with the authority of the Headmaster. This system works well in our school and issues are taken seriously and dealt with as swiftly as we can.

Some complaints take longer to solve but we shall work in partnership with you. There is a Formal Complaints Policy and procedure available from the office when an extremely serious issue remains unresolved. Rarely, when an issue has not been resolved, Governors are involved at formal complaint level.

Governors should not be involved at any stage before this as they are not responsible for the day-to-day running of the school. Please do not put a governor in this awkward position. Governors are a crucial part of the formal complaints procedure and cannot be approached before the school has had the opportunity to find a resolve.

When raising concerns, we require that you keep calm and polite at all times, there are ground rules governing acceptable conduct from parents and staff. Please also be very careful not to make unfounded allegations. We also require that when an issue is brought to our attention that it is left for the School to resolve. We shall keep you informed of agreed outcomes.

Tips for resolving complaints effectively: