Complaints
Concerns and Complaints
It is in everyone’s interest that concerns, and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure.
The Trust values its relationship with parents, carers, and our local community. We are happy to receive suggestions and comments outside of this policy, as this can help us to identify areas of success and where we can make improvements.
The difference between a concern and a complaint
| CONCERN | COMPLAINT |
|---|---|
|
An expression of worry or doubt over an issue considered to be important for which reassurances are sought and a resolution is found at school level |
An expression of serious dissatisfaction of previous concerns not resolved at school level and initially raised with the head teacher |
It is in everyone’s interest that concerns, and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure.
The school is now organised by Year group, not House group, for our pastoral care. This means that you should contact your child’s Year Leader in the first instance, for any issues where you may have previously dealt with Heads of House.
Year 7: Ms Messenger - email: [email protected]
Year 8: Mr Owen - email: [email protected]
Year 9: Mr Hampson - email: [email protected]
Year 10: Mrs Bird - email: [email protected]
Year 11: Mrs Ham - email: [email protected]
You have used the above approaches and wish to take the matter further please now contact the Pastoral Lead to escalate the concern
Mr Lucas is the KS3 Leader (Years 7-9) email: [email protected]
Miss Hugh is the KS4 Leader (Years 10-11) email: [email protected]
If you have still not had an appropriate response please contact our Director of Culture
Finally, if you have used all the above stages please contact the Headteacher. Please note that you are likely to reach a resolution faster by using the above stage first. The Head may only respond if the above stages have been fulfilled
Submit a Complaint
After you have completed these stages and you still wish to submit a formal complaint please the PDF below for information on this process and use this link to submit your complaint.
Please see the below extracts from the policy with relation to timelines
Complaint Process Timeline
There is an expectation that complaints would be resolved at school level and that mediation would take place to build trust in any breakdown in relationships between the complainant and the school. If the complaint escalates through the formal complaint stages set out in the Complaints Policy, the time span would range between 10 school days through to 80 school days.
