Complaints
We understand that from time to time mistakes will happen and issues will arise which need to be resolved, and this page sets out the ways in which parents and carers can raise questions or concerns with the school. The Parent guide to school complaints from Parentkind provides a useful reference point, and has been used to inform the sections below.
What kind of issue is it?
Complaints come in different shapes and sizes. The first step is to identify what kind of issue it is, to make sure you can get the quickest action.
|
Is it feedback? You need to be heard |
Is it a concern? You need an answer |
Is it a complaint? You need action |
|
Sometimes you will want to share your voice with the school without needing them to respond, but you expect them to listen and take it on board. Feedback is sought by our schools and their leaders; they want to hear and adapt to the views of parents. |
Sometimes you will have a worry or doubt over an important issue and you are looking for reassurance. Our schools will take informal concerns seriously and make every effort to resolve the matter as quickly as possible. |
Sometimes you will be dissatisfied with the school’s actions or lack of action, and will want to follow the procedure for making a complaint. |
Who in the school do I go to?
Often, issues can be best resolved by the person closest to your child. Some options are included in the table below.
|
Discuss with their class teacher |
Raise to a middle or senior leader |
Escalate it with the Head Teacher |
|
Go to the class teacher first for anything that directly involves your child’s classroom experience. Teachers know your child best and can usually sort things quickly e.g. homework, friendships, day-to-day concerns. |
Go to a middle or senior leader if the issue is wider than just one lesson or incident, or if it can’t be resolved by the teacher. Leaders have oversight across classes and can coordinate support e.g. allegations of bullying, additional support, repeated behaviour issues. |
If earlier steps have not worked, or if the concerns are serious, go to the Head Teacher. The Head is responsible for the school and is the final step before escalating further e.g. safeguarding, policies, staff conduct, health and safety. |
How do I raise my complaint?
Our Complaints Policy (PDF) sets out the framework for making a complaint and the process should be followed in order from Stage 1 to Stage 4, including complaints which extend beyond the school and to the Trust.
You may find this template complaint form helpful.
Remember that you can contact the school by telephone on 01702 524470 and by email at: info@edwardshall.lihtrust.uk