Feedback & complaints
Feedback, Concerns and Complaints
Guidance for parents, carers and members of the public about raising feedback, concerns or formal complaints.
How to start
How to raise a concern
We see feedback as part of our partnership with families.
Most concerns are resolved quickly by speaking with the right member of staff. Before making a formal complaint, we encourage parents and carers to read the Parentkind guide and try to resolve the matter informally wherever possible.
If the issue cannot be resolved informally, you can make a formal complaint in writing using the school’s complaints procedure.
Process
What to do first
Please follow the steps below so that your concern can be directed to the right person and resolved as quickly as possible.
A conversation with the right member of staff is usually the quickest way to put things right. The Parentkind guide explains how to raise concerns clearly and work with the school to resolve issues in a positive and constructive way.
General enquiry
I have a question or need information.
You need to find something out or would like a straightforward question answered. You are not unhappy — you just need
information.
Examples:
- Querying a trip payment or permission slip
- Asking about uniform requirements
- Checking your child's attendance figure
- Asking when parents' evening is
Requests for School Letters
Please note that requests for school letters will be processed within 5 working days during term time. We kindly ask that you allow sufficient notice when submitting your request.
Contact the school office:
Concern
I am unhappy and want it looked into.
You are unhappy about something and want the school to investigate and respond. This is the required first step before any formal complaint.
Examples:
- A sanction you believe was discriminatory
- Bullying not adequately addressed
- Inappropriate conduct by a member of staff
- SEND provision not being delivered
- An unfair decision about your child
Formal complaint
I raised a concern and am unhappy with the response.
A formal complaint is only available once you have already raised a concern and are
dissatisfied with how the school handled it.
You cannot make a formal complaint without first raising a concern (unless the matter is a serious safeguarding issue).
Informal stage
Try to resolve the matter informally
A conversation with the right member of staff is usually the quickest way to put things right.
We encourage parents and carers to raise concerns first with their child’s form tutor or Head of Year, as they will usually be best placed to help. Many concerns can be resolved quickly through a conversation, clarification or agreed next step.
If you would prefer to put your concern in writing, or if you are unsure to whom the concern should be directed, please complete the informal concerns form below. Your message will be passed to the most appropriate member of staff.
If the concern is not resolved at this stage, it may be escalated to the Headteacher, who may ask a member of the Senior Leadership Team to respond.
There is no fixed timeframe for informal concerns, but the school would expect most matters to be resolved within 15 school days.
Your informal concern
Thank you for contacting us.
We’ll get back to you as soon as possible.
We got it.
About your concern
Guidance
Raising matters clearly and constructively
When raising a concern or complaint, it helps to be clear, factual and focused on what outcome you are seeking.
Do
- Explain what happened, when it happened and who was involved
- Say what has already been done to try to resolve the matter
- Focus on processes and decisions rather than individuals
- Suggest a realistic outcome
- Keep your complaint short and focused
Avoid
- Including information that is not relevant
- Making personal comments about staff, governors or other members of the community
- Sharing the details of your complaint publicly, including on social media, while it is being considered
- Submitting information you have not checked yourself
AI Guidance
Using AI tools to prepare a concern or complaint
AI tools such as ChatGPT, Microsoft Copilot or Google Gemini may help you organise your thoughts or structure your writing. However, they must be used carefully.
Please do not enter names or personal details about children, staff or other people into an AI tool. You should also check anything produced by AI carefully and make sure it only includes facts that you know to be true.
Further guidance is included in the school’s Feedback, Concerns and Complaints Procedure.
We got it.
Your formal concern
About your concern
Thank you for contacting us.
We’ll get back to you as soon as possible.
Formal Complaint
Make a formal complaint
If your concern has not been resolved at the informal stage, you can submit a formal written complaint.
When completing the form, please explain:
- what your complaint is about
- what action you have already taken to try to resolve it
- who you have spoken to and what the response was
- what outcome you are seeking
- whether you are attaching any supporting paperwork
Next Steps
What happens next
After a formal complaint is received, the school will acknowledge it in writing within 5 school days.
The school will normally arrange a meeting or discussion and then provide a written response explaining the decision and any action that will be taken.
If you are not satisfied with the outcome, you may be able to request that the complaint be reviewed in line with the school’s procedure.
Key timescales
- Formal complaints are acknowledged within 5 school days
- A meeting or discussion will usually be arranged within 10 school days
- A written response will usually be provided within 15 school days of the complaint being raised or the meeting, whichever is later
Other procedures
Some matters have their own procedure
Some concerns are handled under separate procedures rather than the school’s complaints procedure. If you are unsure where to start, please contact the school office.
Admissions & appeals
Follow the admissions and appeals process.
Suspensions & exclusions
Follow the school’s exclusions policy and DfE statutory guidance.
Safeguarding concerns
Use the Child Protection and Safeguarding Policy. If a child is at immediate risk, seek urgent help.
Staff or governor conduct
Handled confidentially under internal HR/governance proceedings
Data protection & FOI
(freedom of information)
These matters are handled under the relevant data protection or freedom of information process.
SEND statutory assessments
Raise concerns about statutory SEN assessments directly with the local authority.
Support
Stop using this procedure
If you need help following this procedure or need information in a different format, please contact the school office.
The school can provide adjustments or help you put your complaint in writing where needed.
Contact
