Compliments and Complaints

Compliments:

We are always pleased to know if you think something has gone well
Like every one we enjoy being told when we have got something right
A number of parents always make a point of doing this and we find that it helps in planning whether or not something should continue or be repeated
We genuinely welcome your opinions
A note or quick word to the teacher concerned or to the head will be greatly valued.

Queries or complaints:

Most complaints are the results of misunderstandings
If the relationship between home and school is good then queries made politely will be dealt
with sympathetically, quickly and to everyone’s satisfaction
We expect pupils, staff and parents to listen carefully to each other
We expect parents and staff to enjoy mutual confidentiality

If you have any concerns:

If you have a concern the school would like to hear about it.

You can be assured that whatever the nature of your concern, the school’s support for your child will not change in any way. All concerns will be properly considered.
School should be informed about a concern as soon as possible, so that it can be investigated.
Many concerns can be quickly resolved with goodwill, often by making early contact with the class teacher.

While you cannot always expect school to agree with your point of view, your concerns will be properly considered and if there are lessons to be learned which will prevent a problem arising again, then the school will take action. Your role as a parent or carer, and your views, are important. We are committed to listening to, and working with, parents and carers.

Stages – The school has 3 stages to its complaints procedures.

Timeliness – The school endeavours to deal with complaints as quickly and efficiently as possible. Time frames will be judged on an individual basis dependant on the nature of the complaint and the stage at which the complaint has reached. Timescales will always be shared.

How to make a complaint:

The flow chart below shows the process visually and this is explained comprehensively further down this page.

Informal stage (Stage 1)

Most complaints will be dealt with directly by the school.

If you have a concern, it is likely that you will have already raised this with a member of school staff. If you have not already done so, then you should contact:

The Head Teacher – Miss Lisa Francis
The Safeguarding Lead Coordinator, Mrs Sarah Howard

Depending on the seriousness of your complaint, the following information would be helpful:

A note of the time and dates of any incidents
The names of any witnesses

Once sufficient information is to hand, your complaint will be investigated informally. You will receive a response, which at this stage may be verbal, or may be in writing. You may be invited to a meeting to further discuss your concerns, and to see if a quick resolution is possible. Most complaints will be dealt with in this way.

If your complaint is about the conduct of the Head Teacher and cannot be resolved informally, then you should contact the Chair of School Governors via the school.

Formal stage (Stage 2)

When the Informal Stage has been completed, if you are still unhappy, you may wish to make a formal complaint.

Under the Equality Act 2010, complaints may be made in person, by telephone or in writing to the Head teacher or Chairs of Governors. The school governing body has a duty to consider all aspects of a complaint and to decide what action, if any, needs to be taken. The complaint at this stage may be dealt with by a select group of School Governors; usually 3 members. Complaints will not be shared with the full Governing Body, except in very general terms, in case of any appeals. Complaints will normally be dealt with 20 school/working days following receiving the complaint. The outcome will be confirmed to you in writing within 10 school/working days of the governors meeting date.

Appeals (Stage 3)

Complainants have the right to appeal if they believe there to be bias in the proceedings. A separate group of School Governors (members from the Appeals Committee) will be arranged. The request for an appeal must be made to the Chairs of Governors (contactable via the school) within 7 days of receiving the Governors formal response (Stage 2). Under the Equality Act 2010, the request of an appeal may be made in person, by telephone or in writing to the Chair of Governors (contactable via the school).

If you are still dissatisfied (external complaints)

If your complaint is of a general nature or is about matters for which Walsall Children’s Services has responsibility, such as Special Educational Needs, National Curriculum or Admissions, please contact them directly. They will always do their best to resolve any issue you may have.

If you have concerns about collective worship or spiritual matters, in the case of schools of a denominational nature, you may wish to contact the relevant body – the school can give you the contact details.

If you still wish to take the matter further you should contact ‘The Director of Children’s Services’:

Walsall Council The Civic Centre Darwall Street Walsall WS1 1DQ

Telephone 01922 650000

What if I am still concerned?

Your complaint will have been dealt with impartially by the school and its governors who have a duty in which to act properly. For all practical purposes the governing body is the last step in the procedure. If you remain dissatisfied about the way in which the complaint has been handled (as opposed to its outcome), you have a right to refer your complaint to the Secretary of State. They have a duty to consider all complaints raised but will only intervene where the governing body has acted unlawfully or unreasonably and where it is expedient or practical to do so.

The School Complaints Unit (SCU) considers complaints relating to LA maintained schools in England on behalf of the Secretary of State. The SCU will look at whether the complaints policy and any other relevant statutory policies were adhered to. The SCU also looks at whether statutory policies adhere to education legislation. However, the SCU will not normally re-investigate the substance of the complaint. This remains the responsibility of the school.

The SCU will not overturn a school’s decision about a complaint except in exceptional circumstances where it is clear the school has acted unlawfully or unreasonably. If the SCU finds that the school has not handled a complaint in accordance with its procedure, we may request that the complaint is looked at again.

Further information can be obtained from the SCU by calling the National

Helpline on 0370 000 2288 or going online at:

www.education.gov.uk/help/contactus

or by writing to:

Department for Education School Complaints Unit 2nd Floor,

Piccadilly Gate

Store Street

Manchester

M1 2WD

If genuinely fresh information to support your complaint comes to light, you should refer back to the Informal Stage (Stage 1).

If we work together, listen carefully to each other and offer praise and constructive criticism our children are sure to benefit.