POLICY AND PROCEDURES FOR DEALING WITH COMPLAINTS

DO YOU HAVE A PROBLEM TO SOLVE?
DO YOU HAVE A CONCERN ABOUT THE SCHOOL?

IF SO….. THIS INFORMATION WILL HELP YOU

INTRODUCTION

We hope that problems or complaints that you may have will mostly be resolved informally.

We believe that: 
-all members of the school community are entitled to have their points of view heard,
-children learn best when there is an open and effective partnership between school staff and parents,
-unresolved complaints might result in unhealthy conflict,

We aim to:  
-clarify the procedures for complaint,
-consider all complaints seriously in line with our school aims,
-ensure that all complaints are considered fully, fairly, carefully and confidentially,
-to resolve complaints to the satisfaction of the complainant or to issue a clear decision which will enable all parties to consider how, if at all, the matter should be taken  further.

OUR PROMISE TO YOU
We promise that: 
-we welcome complaints.
We will - listen to you
- take the issue seriously
- thank you for bringing the matter to our attention

-all complaints will be handled with equal priority,

-we will try to resolve most problems on the spot or by the end of the next school day,

-we will deal with complaints openly and impartially,

-we will inform you of the outcome of the complaint,

-there will be no comeback on you or your children if you have raised a problem or a complaint.

DO YOU HAVE A PROBLEM TO SOLVE?
DO YOU HAVE A CONCERN AB OUT THE SCHOOL?

IF SO….. THIS IS WHAT TO DO

I’M NOT HAPPY ABOUT SOMETHING AT SCHOOL

If you’re not happy about something at school first of all speak to the member of staff concerned and try and sort it out with them.

We hope that this will resolve most problems or difficulties.

THE PROBLEM IS STILL THERE

If the problem is still there speak to the leader of the year group or the phase leader.  They will listen to what you have done already and will then try to resolve the problem for you.

SOMETHING IS STILL NOT RIGHT

If the problem or difficulty is still not resolved or if you think that the problem is very serious please speak to one of our senior staff.

THIS PROBLEM JUST WON’T GO AWAY

Persistent or major concerns may eventually require the involvement of the headteacher.

MAKING A FORMAL COMPLAINT

If you have tried all these steps and you are still not satisfied, there is a formal complaints procedure which involves the governing body.
In this case you should set out your complaint in writing to the chair of governors.  You will then be sent an acknowledgement of your letter and a full copy of the complaints procedures.  These procedures explain how the governors will deal with your complaint.

THE BEST WAY TO SORT OUT A PROBLEM

I’m not happy about something at school

FIRST STEP Speak to the class teacher, the Learning Support Assistant, the nursery nurse or the member of the office team concerned.

The problem is still there

SECOND STEP 
Speak to the leader of the year group or phase
   
   The phase leaders are:
   -for nursery and reception -see Mrs O’Callaghan
   -for year one and two  -see Ms Romain
   -for years three and four -see Ms Ball
   -for years five and six  -see Miss Dawes
   -for office issues  -see Mrs Baker

Something is still not right

THIRD STEP  Speak to the deputy headteacher/senior teacher

Mr D Coghill   

The problem just won’t go away

FOURTH STEP Explain the problem to the acting headteachers, 

Miss A George/Mrs P Turner 

Making a formal complaint

FINAL STEP  Ask the governing body to become involved.
Write to Mr P Young, Chair of Governors via the school.

We hope that this helps you to deal with issues, problems and complaints more easily.

A full copy of our policy and procedures is available from the school office on request.

If you have ideas for improving our complaints system or any other comments about school procedures please speak to any member of the school staff.

Thank you.