How We Listen: Resolving Your Concerns and Complaints

We want to resolve any issues you may have quickly and fairly. Most worries can be settled informally through a simple conversation, but we have a clear, step-by-step process in place to ensure every voice is heard.

Please be assured: We welcome your feedback, and raising a concern will never negatively affect your child.

Stage 1: Raising a Concern (Informal)

A concern is an expression of worry or doubt where you are looking for reassurance. We find that most issues can be resolved at this stage.

Who to contact: You can speak with your child’s Class Teacher, Tutor, or Pastoral Lead. You may also contact the school office.

How to do it: You can raise a concern in person, by telephone, or in writing via email to the school. School details can be found on the Contact Us page of their website. 

What to include: Please provide your child’s name, a brief description of the issue, and how you would like to see it resolved.

What to expect: We aim to acknowledge your concern within 3 school days and reach a resolution within 15 school days.

Stage 2: Making a Formal Complaint

If you feel your concern has not been addressed informally, you may move to our formal procedure. A complaint is an expression of dissatisfaction about actions taken or not taken.

How to submit: Please use our Online Formal Complaint Form or download a PDF version to submit to the school. DO WE HAVE PDF VERSION?

Time limit: Complaints should usually be submitted within 3 months of the incident.

Who handles my complaint?: To ensure fairness, the person who reviews your complaint depends on who it is about. The online form will be directed to the relevant person who will manage your complaint.

Complaint About Complaint Managed By
A member of school staff Headteacher
Headteacher Chair of Governors
Trust CEO/ Trust Services Chair of Trustees
Governor or Trustee Director of Governance

 

What to expect: You will receive an acknowledgement within 3 school days. An investigation or meeting will typically take place within 15 school days and you will receive a formal written response within 20 school days of submitting the complaint.

Stage 3: Complaint Appeal Panel (CAP)

If you remain dissatisfied after Stage 2, you have the right to escalate to a Panel Hearing.

Independent Oversight: To ensure a completely unbiased review, the panel will include at least one independent person who is not involved in the running of the school.

Your Participation: You have the right to attend the hearing and be accompanied by a friend or relative.

Timeline: We aim to arrange the hearing within 15 school days of your request and provide a final decision within 15 school days of the hearing.

Our Commitment to You

Confidentiality & Records We maintain a written record of all formal complaints and the actions taken to resolve them. These records are kept strictly confidential, except where the Secretary of State or school inspectors legally require access.

Accessibility Support We want our process to be accessible to everyone. If you need help raising a concern—such as translation services, disability adjustments, or assistance completing forms—please let us know and we will support you.

Full Policy For more full, detailed information about our Complaints Process, you can Download our Full Complaints Policy (PDF).

External Advice and Guidance

Parentkind: Parent Guide to School Complaints

Parentkind, is a national charity whose mission is to give those with a parenting role a voice in education. They publish a Parent Guide to School Complaints and other helpful resources on their website.