Complaints Procedure

St Mary’s CE Primary School has a complaints procedure which will ensure we respond to complaints as quickly and effectively as possible.

The procedure will set out exactly what will happen with a complaint and how long the process will take. The procedure will be used to deal with complaints relating to the school and any community facilities or services that the school provides. We value all comments about our school and we will endeavour to address your concerns at the earliest stage possible. The formal procedures will need to be invoked when initial attempts to resolve the issue are unsuccessful and the person raising the concern remains dissatisfied and wishes the matter to be heard by an impartial committee of the Governing Body.

In the first instance, complaints should be directed to a member of staff who will refer the issue to the most appropriate person. If the complaint concerns the Head Teacher or a Governor, the complainant should contact the Chair of Governors in writing via the school.

If the complaint is about the Chair of Governors, the complainant should write to the Clerk to Governors who will convene the complaints committee appointed from the Governing Body, and Stage 3 of this procedure will apply. In this instance, the Chair of Governors may choose to present the evidence for the school. The clerk may refer to the Local Authority, Governor Support Service, Diocese or Board of Trustees for advice and support on any investigation.

When making a complaint it is important that the complainant identifies their desired outcome, that is what actions they feel might resolve the problem at any stage.

Pupils, parents or carers can make a complaint to the school about most aspects of its function including

  • Attitude or behaviour of staff
  • Teaching and learning
  • Application of behaviour management systems
  • Bullying
  • Provision of extra-curricular activities
  • The curriculum and collective worship

To view our complaints procedure and policy, please click here