Complaints Procedure

We follow and use Stockport’s model schools’ policy. We are committed to working with parents and carers to ensure pupils are given the best possible provision. The School / home partnership is very important and we do want parents to feel able to raise concerns with the confidence that the complaint will be treated seriously and resolved swiftly and satisfactorily. The procedure for dealing with complaints is set out below:

 

STAGE ONE: Minor complaints should be dealt with informally by your child’s class teacher. Whilst most complaints are successfully resolved using this approach, there may be occasions when the member of staff cannot resolve your concern or the matter warrants the immediate involvement of the Headteacher. If this is the case you may be asked to make an appointment to discuss the matter and / or to put your concern or complaint in writing. For procedural purposes, the results of any such meeting will signify the school’s response at stage one. Alternatively, if your complaint is made in writing and you do not wish to meet the Headteacher, you will receive a written response and this will also signify the school’s response at stage one.

 

STAGE TWO: If you wish to take your concern further you can progress the matter to stage two. You should write to the Chair of Governors outlining your complaint, the reasons for your dissatisfaction and your preferred outcome. This will help to ensure the Chair fully understands the issues when investigating the matter. A written response will be sent to you, which will signify the school’s response at stage two.

 

STAGE THREE: Should you remain dissatisfied with the Chair’s response at stage two, you can request the matter progresses to the formal appeal stage of the process. Ideally you should do this in the first instance by contacting the Complaints Resolution Service (CRS) using the telephone number below who will advise you how to proceed. The Complaint Panel will consist of three governors with no prior involvement in regard to the complaint or the circumstances surrounding it. A letter outlining the decision of the Panel will be sent to the parent and the Headteacher within 15 working days of the meeting.

Complaints Resolution Service: 0161 474 3895 / 218 1581

 

STAGE FOUR: If you are still unhappy with the way your complaint has been dealt with, you have a further right of appeal to the Director of Stockport Children & Young Peoples Directorate. In some circumstances you may be able to complain to the Secretary of State or appropriate ombudsman.

A full Complaints Resolution Procedure document for parents can be obtained from the school office.