COMPLAINTS PROCEDURE – GUIDANCE NOTES FOR PARENTS
If you have a concern or complaint:
We would like you to tell us about it. We welcome any suggestions for improving our service. Be assured that no matter what you want to tell us, our support and respect for you and your child in the school will not be affected in any way. Please tell us of your concern as soon as possible. It is difficult for us to investigate properly an incident or problem that has happened some time ago.
We aim to reply to concerns as promptly as possible. However sometimes other commitments mean it may take a couple of days in order to be able to speak with all concerned parties.
What to do first:
Most concerns can be sorted out quickly by speaking with your child’s class teacher.
All staff will make every effort to resolve your problem informally. They will make sure that they understand what you feel went wrong, and they will explain their own actions. They will ask what you what outcome would support your child's positive relationships within school. Of course, this does not mean that in every case they will change the decisions that they have made, or agree with your point of view, but it will help both you and the school to understand both sides of the question. It may also help to prevent a similar concern arising again.
What to do next:
If you are dissatisfied with the teacher’s response, you can make a complaint to the Headteacher. This should be made in writing (email or letter)
You may also find it helpful at this stage to have a copy of the full statement of the Department of Education, Sport and Culture Complaints Policy and procedures (attached below).
The Headteacher will organise the opportunity for you to discuss the problem. Again, you may take a friend or someone else with you if you wish. The Headteacher will conduct a full investigation of the complaint which may include interviewing any members of staff or pupils involved.
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 contact the Department of Education, Sport and Culture. It will then be investigated by an officer, appointed by the Department of Education, Sport and Culture, who has no previous knowledge of the problem and so will be able to give it a fresh assessment.
Mrs Ward
Acting Headteacher