If your concern has not been resolved through discussion with the relevant member of staff, or if the issue is particularly serious, it can be considered under out formal complaints procedure.

To help us investigate your concern, please tell us:

• What happened?
• When did it happen?
• Who was involved?
• What impact has it had?
• What steps have already been taken?
• What outcome are you seeking?

Providing clear information helps us understand the concern and identify the most appropriate way forward.

When concerns are raised, schools may be able to provide:

• An explanation
• A meeting
• An apology where appropriate
• Clarification of decisions
• Improvements to communication
• A review of procedures

Schools cannot normally provide:

• Confidential information about another child
• Details of staff disciplinary or employment matters
• Outcomes that are outside the schools control.

In some circumstances, the school may not be able to investigate a complaint immediately, or may need to limit its investigation where:

• The matter is currently being investigated by the Police.
• The matter is subject to criminal proceedings.
• The issue is being considered by a court, tribunal or other legal process.
• The concern forms part of an ongoing safeguarding investigation.
• Another statutory agency is actively investigating the matter.

Where this applies, the school will explain the position and, where appropriate, review the matter once the external investigation or proceedings have concluded.

Not sure which process applies? Please contact the school office and we will help direct you to the most appropriate person or procedure.

The Complaints Procedure is designed to help resolve concerns about the actions, decisions or conduct of the school. However, there are some matters which have a separate statutory procedures which fall outside the scope of the complaints process.

This complaints procedure cannot normally be used for:

• Safeguarding concerns (these should be reported immediately to the Designated Safeguarding Lead).
• Pupil exclusions, where parents have specific rights of representation and review.
• Admissions decisions, which have separate appeal arrangements.
• Special Educational Needs (SEND) decisions where statutory appeal routes exist.
• Whistleblowing concerns, which are dealt with under a separate policy.
• Staff grievance, disciplinary or capability matters, which are confidential employment matters.
• Subject Access Requests and requests for information.
• Matters that are currently being considered by a court, tribunal or other formal legal process.
• Matters that have already been fully investigated under the Complaints Procedure, unless significant new evidence becomes available

Parents can often hear about things via a variety of difference sources such as Social Media, Community Discussions, Other Families, Former Staff, and Online Forums. Whilst these concerns may genuinely worry you, the school can only investigate matters that are relevant to the complaint and supported by evidence. Complaints are usually most effective when they focus on the issues you have directly experienced and the impact they have had on your child.

If you do hear something that causes concerns – come and talk to the school rather than worry about it!

You are welcome to use AI tools to help draft correspondence if you find them helpful. However, it is important to check that any information provided is accurate and reflects your own experiences and concerns.

When considering concerns or complaints, we focus on the facts, evidence and information avaialable, rather than how correspondence has been written. All concerns and complaints will be considered fairly and in accordance with the school’s published procedures.

If, after raising your concern informally, you remain dissatisfied with the outcome, you may make a formal compaint via the school office. To make a formal complaint, please complete the Complaints Form available below, or in the complaints policy, and return it to the school office by email or in hard copy. If you require support in completing the form, please get in touch, we would be happy to help.

A formal complaint should clearly explain:

• What your complaint is about
• The steps already taken to try and resolve the matter
• Why you remain dissatisfied
• Any relevant information or evidence you would like us to consider – such as emails or letters, dates and specific incidents, conversations already held.
• The outcome you are hoping to achieve.

Once reviewed, your complaint will be acknowledged and investigated with the School’s Complaint Porcedure. This may involve viewing records, speaking to those involved and considering any information provided.

We are committed to investigating complaints fairly, objectively and proportionately. Throughout the process, we will seek to understand the issues raised and identify whether any action, explanation, clarification or improvement is required.

Following the investigation, you will receive a written response setting out:

• The findings of the investigation
• The outcome of the complaint
• Any actions the school intends to take, where appropriate
• Information about the next stage of the process if you remain dissatisfied.

Helpful Tip: When submitting a complaint, it is often helpful to explain what outcome you are seeking. This helps us understand your concerns and consider the most appropriate response.

Complaints Policy and Complaints Form to be linked Here

If you remain dissatisfied with the outcome of Stage 2, you may request that your complaint is considered by a Complaints Review Panel.

The purpose of the panel is to review the complaint and consider whether the school has followed the Complaints Procedure appropriately, fairly and reasonably. The panel will review the information available and consider the issues raised before reaching a decision.

To request a Complaints Review Panel, write to the school office explaining why you remain dissatisfied with the outcome of stage 2. This will be passed to the Trust Governance and Compliance Professional who will get in touch to arrange the next steps. The panel will:

• Consider the complaint and supporting information
• Review how the complaint was investigated
• Consider whether the outcome was reasonable based on the information available.
• Reaching a decision and communicate the outcome in writing

The panel may:

• Uphold all or part of the complaint
• Dismiss all or part of the complaint
• Recommend actions to address issues identified during the review
• Recommend improvements to policies, procedures or practices where appropriate.

The Compliants Review Panel is the final stage of the school’s Complaint Procedure.

Please note: The panel’s role is to review the complaint and the handling of the complaint. It is not normally a re-investigation of every aspect of the matter from the beginning.

For more information about what happens at a panel, please use our parents guide on this link To Be Added

In most cases, no.

The first step is usually to raise the concern with the school and allow the complaints process to take place.

Most concerns are resolved through discussion, investigation and dialogue.

External organisations generally do not replace the school’s complaints procedure and will often expect concerns to have been raised with the school first unless there is a serious safeguarding or child protection matter.