Complaints

 

Home/School Partnership and Open Communication:

Firstly, we would like to say that the first concern of everyone at Stokesay Primary School is that children should enjoy school because it is a place where they meet friends, do exciting things and have many opportunities to enjoy learning. Education is not a take over by teachers, it is a partnership between parents and teachers. Please take an interest in what your child is doing and if you can offer anything which might be a help, then please let the teachers know.

 

Please remember that we, just like you, want your child’s experience to be a happy one. Please do not hesitate to come and see us if you have any cause for concern about your child so that we can speedily start putting things right.

We hope that you are happy with the way the school works. However, if you have a complaint that has not been dealt with to your satisfaction, there is a formal complaints procedure which can be invoked.  For these and all other complaints or concerns parents (and others) are encouraged to raise them initially with the Headteacher, who may be able to discuss them there and then or, if not, at a mutually agreed time.

If you are unhappy with any aspect of school life, please come and talk to us ASAP.  Please do not be tempted to discuss the situation publicly on social network sites. Comments of a libellous nature will not be tolerated and legal advice may be sought.

 

 

A Summary of the Formal Complaints Procedure at Stokesay Primary School

 

  • Complaints on day to day matters will be dealt with speedily by the appropriate member of staff
  • It may be necessary for a senior member of staff (ie. Head) to be involved if the matter has not been resolved satisfactorily
  • If the complainant remains dissatisfied a written statement outlining the complaint should be completed and sent to the Chair of Governors, Liz Storey, for investigation in the first instance.
  • Receipt of the written complaint will be acknowledged within 5 working days
  • The complaint will be investigated and a written response prepared within 20 working days. If this is not possible, a letter explaining the steps being taken will be sent, giving, wherever possible, an estimate of the time by when a full reply can be expected
  • The written response will include information about where next the complainant can appeal to should they still remain unsatisfied

 Certain types of complaints will need to be dealt with under special procedures. The most likely of these affecting school complaints will be:

  • Those about the curriculum or religious worship
  • Those about staff that need to be dealt with under the appropriate staff disciplinary process
  • Those that relate to policy issues that can only be considered by the Governing body, local authority or other organisation
  • Those related to pupil exclusion which are covered by other procedures

School will monitor any complaints received regularly and report findings to the LGB/Trustees as appropriate.