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 Headteacher |
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.
If you have a pastoral, teaching, learning or progress concern
Although we are not open yet, you still may have a concern. Please contact the school via [email protected] and a member of our team will get back to you.
If you have a safeguarding concern
Please contact the school via [email protected] and a member of the safeguarding team will get back to you.
If you are whistleblowing and you have a concern you would like to report
Please use the information on the Trust website under the 'Whistleblowing policy'.
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.
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.