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South Wonston Primary School Together, we will nurture, inspire, challenge and achieve

Complaints Policy

SOUTH WONSTON PRIMARY SCHOOL
COMPLAINTS POLICY
We believe that our school provides a good education for all our children, and that the headteacher and other staff work very hard to build positive relationships with all parents. We recognise the importance of good two-way communication between staff and parents for the benefit of the children and therefore recognise that from time to time parents may wish to raise an issue which concerns them.
The school is obliged to have procedures in place in case there are complaints by parents and the following policy sets out the procedure that the school follows in such cases.
 
Aims and objectives
Our school aims to be fair, open and honest when dealing with any complaint. We give careful consideration to all complaints and deal with them as swiftly as possible. We aim to resolve any complaint through dialogue and mutual understanding and, in all cases, we put the interests of the child above all other issues. We provide sufficient opportunity for any complaint to be fully discussed, and then resolved.
The complaints process – Guidance for Parents
How to share a concern
If a parent is concerned about anything to do with the education that we are providing at our school, they should, in the first instance, discuss the matter with their child’s class teacher. Most matters of concern can be dealt with in this way. All teachers work very hard to ensure that each child is happy at school, and is making good progress; they always want to know if there is a problem, so that they can take action before the problem seriously affects the child’s progress.
What to do if the matter is not resolved through informal discussion
Where a parent feels that a situation has not been resolved through contact with the class teacher, or that their concern is of a sufficiently serious nature, they should make an appointment to discuss it with the headteacher. A request for an appointment will be acknowledged within 3 days of it being received. The headteacher considers any such complaint very seriously and investigates each case thoroughly. Most complaints are normally resolved at this stage making formal complaint to the governing body unnecessary. The Headteacher will provide the parent with a written explanation of the action taken and the outcome of the investigation within 10 working days of complaint.
Sharing a concern about the headteacher
Should a parent have a complaint about the headteacher, s/he should bring this to the attention of a member of the governing body who is will investigate it. They will do all they can to resolve the issue through a dialogue with the school, but if a parent is unhappy with the outcome, s/he can make a formal complaint, as outlined below. A list of governor names is available from the school office.
How to take the matter further
Only if an informal complaint fails to resolve the matter should a formal complaint be made to the governing body. This complaint must be made in writing, stating the nature of the complaint and how the school has handled it so far. The parent should send this written complaint to the Chair of the governing body.
On receipt of the complaint the chair of governors (or his/her representative from the governing body) will inform the headteacher, investigate the complaint, and write to the parent within ten working days, explaining the action taken.
If the parent is not satisfied with the decision of the chair of governors (or his/her representative) then a formal written complaint may be made to the governing body through the clerk to the governors.
 
Within 15 working days of receiving the written complaint a Complaints Committee will meet to consider it. The parent will be given at least seven working days’ notice of the meeting, and may take a friend or other person to provide support at the meeting. The governors will do all they can at this stage to resolve the complaint to the parent’s satisfaction. Within seven days of that meeting the parent will be informed of the decision, the reasons for it, and any action to be taken by the school. The decision of the complaints committee is final.
 
Who to appeal to next
If any parent is still not content that the complaint has been dealt with properly, then s/he is entitled to appeal to the Secretary of State for Education.
Complaints Time Line
 
Time scale
Parent discusses concern/ issue with class teacher
 
If unresolved make an appointment to discuss the concern/ issue with the Headteacher or member of the Senior Leadership team in her absence.
Acknowledge request for an appointment in writing within 3 days of receipt
Written explanation of action taken within 10 working days of complaint
If unresolved parent make a written complaint to the Chair of the Governing Body
Chair of Governors or representative investigates and provides a written response within 10 working days
If unresolved parent makes a formal complaint to the Governing Body resulting in a Governor Complaint Committee Investigation
Governor Complaints Committee will meet within 15 working days of receiving complaint.
Parent making the complaint invited to attend a meeting with the Governor Complaint Committee
At least 7 days notice of meeting required
Parent informed of Governor Committee decision
Within 7 days of decision
If unresolved parent can make an appeal to the Secretary of State for Education
 
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